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


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: johanwilliam
New Today: 10
New Yesterday: 34
Overall: 231548

People Online:
Visitors: 108
Members: 4
Total: 112 .



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

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.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - ITIL for incidents to be resolved on customer side
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

ITIL for incidents to be resolved on customer side

Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion
View previous topic :: View next topic  
Author Message

Joined: Mar 17, 2016
Posts: 1

PostPosted: Thu Mar 17, 2016 8:05 pm    Post subject: ITIL for incidents to be resolved on customer side Reply with quote

We are not using ITIL right now, but I developing a process for handling incidents and I was wondering if the following scenario is helped by using ITIL.

We are a SaaS company and our product is software. Our customers run our software on dedicated computers. Historically, our most severe incidents all end up being related to customer infrastructure, so the process for identifying and resolving the issue heavily involves people at the customer. This is difficult for our organization to handle, since it sits in between customer support (Helpdesk), technical team and our project manager that is responsible for the customer.

Will ITIL help us handle situations like this?
Back to top
View user's profile
Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Fri Mar 18, 2016 4:39 pm    Post subject: Reply with quote


ITIL wont help you at all. Neither will PRINCE2. Neither will CoBIT or ISO20000, ISO 9001, ISO 27001 etc

As to why - it is because these are standards, frameworks, that provide guidance as how things should or must be done. However, the processes in place in your org need to use the above as guidance or source for the policies, processes, procedures.. etc.

That is what the above can do

ITIL is the framework / guidance for IT Service Management.

IT Service Management is what is done by service providers - inlcuding SaaS providers - for their service consumers (customers)

What you have done - ie develop a wave to handle incidents - is IT Service Management. Whether you wrote it in line with what ITIL recommends is immaterial. As long as it works for you.

In addition, you should be separating the Incident / Problem and the feature development into what it should be IT SM and SDLC - softwre development lifecycle

Here is how it is done where I am

a user raises fault ticket (incident) about a specific feature or capability of the application (SaaS or otherwise)
The ticket is assess by the Service Desk to determine where it should go to resolve (restore service) or automatic route that way - depending on how your IT SM tool works or is tracked

If the incident can be resolved - service restore - by the initial support without making any changes to the application then that is what should be done - this include training, user errors etc.

If the team determines that the incident's cause requires diagnosis - then a problem record should be raised in parallel to find the unknown root cause.

The incident and problem have different goals.

If the root cause is identified as a code issue, then the SDLC process needs to be invoked - whether it is Scrum, Agile, etc - this would be a Defect and then a software release needs to be built to fix this fault or a set of faults.
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Discussion 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

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.