Problem or Incident

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Rut
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Wed May 23, 2012 2:36 am

Hello there,

From what Ive gathered, the problem vs incident discussion is ongoing everywhere itil is used. I work for a relatively large IT-company that implements itil and we use First -, Second -, Third - line support and then Problem.

Historically, the people on the Problem department has been the go-to people where Support tickets come when the other parts escalate their issues if they didnt have the time/resources/knowledge to solve them.

This is sort of living on even though we implemented itil, so we created the third-line support to handle it.


Our problem at the moment is that the incident department and the problem department has different views on what a problem is.

On the incident side, they argue that a fault that requres a root-cause analysis to stop multiple incidents from coming up is a problem.

On the problem side, they argue that a specific item which isnt "indicative of a single error" isnt a problem, because the fix cannot be made available for the specific configuration item, only the specific computer.


According to incidents definition, a faulty harddrive would be a problem. Incident can resolve the incident because they can reboot the computer and get it to work.

According to problems definition, replacing a harddrive isnt a correction of our it-infrastructure, only solving a specific incident.


ITIL gets vaguer and vaguer with every new version, but is Root Cause Analysis Problem-specific in V3? Im going crazy trying to figure out a good definition of a problem in order to shuttle the right tickets into thirdline.


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BorisBear
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Wed May 23, 2012 6:47 am

Hi Rut

Unbelievable........almost your entire post is wrong.

This is a new low for this forum - well done :lol:
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UKVIKING
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Wed May 23, 2012 8:37 am

Rut

Yuo are not using ITIL definitions in the break down of your teams

Incident and problem definitions in ITIL are very clearly defined

the ITIL v3 glossary PDF has the exact wording but here is the crux

Incident - any 'happening' where the service being deliveried is not delivered as agreed/

Problem - an unknown root cause of one or more incidents (reactive); an current configuration where this is potential of a service incident (proactive)

Single points of failures are good proactive problems.

Beyond that ,BorisBear nailed it sghut
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Diarmid
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Thu May 24, 2012 4:22 am

Whenever there is a dispute whether something is an incident or a problem, then at least one of the disputants does not know what they are talking about.
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Boydness
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Fri Aug 10, 2012 9:22 am

Rut wrote: Im going crazy trying to figure out a good definition of a problem in order to shuttle the right tickets into thirdline.
So, have you been able to make any further progress with an agreement for the distinction between an Incident and a Problem?


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rickstevens
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Fri Aug 10, 2012 4:15 pm

Rut wrote:Hello there,

Historically, the people on the Problem department has been the go-to people where Support tickets come when the other parts escalate their issues if they didnt have the time/resources/knowledge to solve them.
Please correct me if I'm wrong here (I am still quite new to ITIL), but this reads to me as though Problem Management is being used as an overflow for a high volume/complexity of incidents being received by the incident desk

Surely if an incident desk does not have the time, resources or skills to investigate an incident then either this should have been picked up at the transition or CSI stage of the lifecycle, if this is a 'historic issue' then surely the Incident Desk KPI's should have highlighted this long ago and appropriate actions (extra resources, training etc) put in place to address it.
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