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My question is based on the tool we are using which doesn't allow for multiple impacted CI's but only 1. The Incident portion of this tool does allow for multiple CI's but it is not always known by the Incident team what the impacted CI's are and that is what the Problem team will investigate.
Its just that if you report on an impacted CI within the Problem section of the tool the report will show how many problems this CI has against it and will look problematic. I just think the tool should separate an Impacted CI from a Root Causing CI.
Joined: Sep 16, 2006 Posts: 3589 Location: London, UK
Posted: Tue Oct 15, 2013 12:31 am Post subject:
Nizmo
The trite phrase - IT Depends - comes to mind
First, the structure of the CIs is important.
If the structure is hierarchal, then you take the parent of them all
for example
all 10 CIs are routers or servers that support one application, then there should be CI parent for the 10 devices of some sort
If not, then you need to report that the tool does not support how the CI should be _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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