Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: CJKYI
New Today: 13
New Yesterday: 44
Overall: 146523

People Online:
Visitors: 37
Members: 1
Total: 38 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Incident after delivery a item to Service Catalog
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Incident after delivery a item to Service Catalog

 
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Service Delivery
View previous topic :: View next topic  
Author Message
Peukert
Newbie
Newbie


Joined: Dec 05, 2012
Posts: 1

PostPosted: Thu Dec 06, 2012 3:27 am    Post subject: Incident after delivery a item to Service Catalog Reply with quote

Hello,

I need to confirm with you situation analysis.

Assuming, after delivery a service request this item does't work to my client, and he reopen the ticket Informing the problem with using this. Eg: Delivery VPN to servers pool.

This new thread takes the incident form, and requires the process to be followed for incident management to treat the cause of the error, correct? Even if it is just after delivery and is the first use of that item.

Thanks
Back to top
View user's profile
Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Dec 06, 2012 4:58 am    Post subject: Reply with quote

I don't fully understand what you are saying. But anything that goes wrong in the live environment is an incident. However, resolving an incident does not look to cause beyond what is needed to restore the service. Treating the cause is the province of problem management.

If something goes wrong the first time it is used, you would also want to look for deficiencies in change and release, which may have had inadequate sign off criteria or other controls.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
Back to top
View user's profile Send e-mail
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Service Delivery All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.