A couple of ITIL Service Operation (Intermediate) questions

Discussions related to ITIL certification, training and exams.
Post Reply
User avatar
Annie321
Newbie
Newbie
Posts: 2
Joined: Wed May 30, 2012 8:00 pm

Thu May 31, 2012 5:31 pm

Hi,

1. I'm getting a little confused with Incident/Problem Management. Am I right in saying that when even the 2nd line Incident Management guys can't fix an incident and there is no fix in the KEDB, it is escalated to Problem Management who create a problem record.
When a workaround/root cause has been found and applied, do Problem Management officially close the problem record? Are there any instances when Incident Management would create a problem record?

2. If calls are escalated from the Service Desk to Access Management and Request Fulfillment, who closes such calls after they have been actioned?.

Any help is much appreciated


User avatar
BorisBear
ITIL Expert
ITIL Expert
Posts: 403
Joined: Sun Mar 09, 2008 8:00 pm
Location: Sunderland

Fri Jun 01, 2012 3:54 am

1. Possibly, but it sounds like you are going down the route that unresolved incidents are escalated to problem management which is not the case.

2. It depends - I don't think there is a definitive answer (could be wrong) - it could be service desk, it could be access management but always with confirmation from the customer that their request has been fulfilled.
User avatar
Diarmid
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Fri Jun 01, 2012 5:09 am

1. If it is proving difficult to resolve an incident, it probably should be escalated - to a more urgent, more resourced incident status. but until it is resolved, problem management is irrelevant to incident management.

Problem management has no contribution to make to the resolution of an incident, but rather is required to investigate the underlying cause of the incident and propose actions to avoid it's recurrence. such activity may go on in parallel with the resolution process under incident management, but must not interfere with it.

2. define what steps and criteria (resolution in place; service behaving normally; verification by user/customer; that sort of thing) are required for the closure of calls, identify staff and management who are in a position to carry out and ascertain this and authorise those staff to close calls by following your defined procedures.

In many organizations this will be confined to service desk staff, but it is a wholly practical matter to maintain clarity and certainty in the process. The key is defining what has to be done and identifying those in a position to do it properly and effectively rather than what section they are in.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
User avatar
Annie321
Newbie
Newbie
Posts: 2
Joined: Wed May 30, 2012 8:00 pm

Fri Jun 01, 2012 6:52 am

Thank you very much for your replies, much appreciated!
User avatar
MikkoH
Itiler
Itiler
Posts: 20
Joined: Mon Dec 10, 2012 7:00 pm
Location: Finland

Tue Dec 11, 2012 2:33 am

Annie321 wrote:Hi,

1. I'm getting a little confused with Incident/Problem Management. Am I right in saying that when even the 2nd line Incident Management guys can't fix an incident and there is no fix in the KEDB, it is escalated to Problem Management who create a problem record.
When a workaround/root cause has been found and applied, do Problem Management officially close the problem record? Are there any instances when Incident Management would create a problem record?

2. If calls are escalated from the Service Desk to Access Management and Request Fulfillment, who closes such calls after they have been actioned?.

Any help is much appreciated
Hi, adding my 2 cents here as well,

1. When a workaround is found, then the KEDB is updated, the problem documents should stay until there is a fix.
When root cause is business-critical (need to have strict criteria here) to be found, the problem document will be used to create a change request with all the findings and the Change management takes over, then Change and configuration management work on creating a permanent fix, permitting the business still wants it after they see the price-tag...

2. Usually the support teams resolve the tickets, and the Service Desk closes them after agreed period of time has passed, this can be automated as well. The possibility to re-open SR or incident will remain before it's closed.
Post Reply