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ITIL :: View topic - ITIL incident definition
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ITIL incident definition

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Joined: May 21, 2018
Posts: 3

PostPosted: Mon Jun 25, 2018 2:47 pm    Post subject: ITIL incident definition Reply with quote


understanding ITIL is a framework and not rules, may I ask how others view the following scenario.

Your company is migrating a customer to your systems. It's a new installation and service. They have been told the service will be available at 10am tomorrow.

When 10am arrived your service is not available to the customer due to some migration / config issues or even a mistake in the process.

@10am is this an incident? Can the implementation team or customer raise a critical incident for this? ITIL states an incident is a service disruption but ion the case that the service has never worked is it disrupted?

Please let me know what you think or how you/your company works.

Thanks everyone.
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3607
Location: London, UK

PostPosted: Wed Jun 27, 2018 5:35 am    Post subject: Reply with quote


The truth is that you are correct it is not an incident as the service is not live yet

However,... one question I have is the transfer - transition from one vendor to the other means that either the customer is still be ing supported by the previous customer or the transition period was so screwed up

you have lost any good will with the customer

that said, I would say you should treat as a Major incident for good customer relations
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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