Search found 5 matches

by lsimonsen
Tue Feb 07, 2017 12:05 pm
Forum: The ITIL Service Desk
Topic: Incident Priority - High and downgrade or low and escalate
Replies: 8
Views: 9923

UKVIKING wrote:Neither. If you change the priority, up only. Down never.
Can you site where this is stated in ITIL? I am curious to read about it.
by lsimonsen
Tue Feb 07, 2017 12:02 pm
Forum: The ITIL Service Desk
Topic: Incident Priority - High and downgrade or low and escalate
Replies: 8
Views: 9923

You should base the priority off of what the overall business impact is from the start of the incident. So if it impacts many people and external customers, then that would raise the priority level. If it only impacts 1 person and that person is internal then that is very low priority to begin with....
by lsimonsen
Tue Feb 07, 2017 11:50 am
Forum: The ITIL Service Desk
Topic: Cancel Requests
Replies: 2
Views: 5140

I'm confused, in this situation what are you cancelling? Requests and Incidents can be resolved or closed without work or closed "unable to duplicate" things like that. Changes can be cancelled but incidents and requests should be closed/resolved and not "cancelled".
by lsimonsen
Tue Jan 31, 2017 4:39 pm
Forum: The ITIL Service Desk
Topic: Maintenance Scheduling
Replies: 1
Views: 3788

Maintenance Scheduling

I am curious what software and processes Service Desks are using for maintenance management. Our Service Desk takes a lead role in coordinating maintenances between IT Teams. Right now we are utilizing both SharePoint and Outlook Calendars. We use SharePoint because we can build a specific list of q...
by lsimonsen
Tue Jan 31, 2017 4:32 pm
Forum: The ITIL Service Desk
Topic: Multiple incidents for various resolver groups
Replies: 2
Views: 5357

I am not sure what software you are using, but in our org we are using ServiceNow and we are able to create an incident TASK which is assigned to the group doing the work. I think there really should only be 1 incident record per issue/user. Creating multiple incidents for one user and one issue sou...