Waiting for Problem vs Work In Progress vs Incident Resolved

Discussion on issues related directly or largely to ITIL problem management.
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ITILDUDE
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Waiting for Problem vs Work In Progress vs Incident Resolved

Post by ITILDUDE » Fri Jul 14, 2017 4:47 am

Essentially, this topic should be under Incident Management, but I could not find such section in the forum. My first post by the way. I am looking for some experienced guidance on the following matter:

We are in the process of introducing few ITIL processes in our organization - Problem and Incident being two of them. The tool we use is ServiceNow, although the question is more process related.

Imagine the following situation - you have an Incident, no workaround is available, no permanent solution, nothing. I know, it is a rare case, but it happens. Even 3rd level of support are unable to find solution.

You decide to open a Problem ticket for more detailed investigation. Once you do that, what happens to the Incident? The argument we are having is whether it should be set to Waiting for Problem or left as Work In Progress until solution/workaround is found, or even Resolved as No Solution Found.

What is the most appropriate solution in your view and experience?



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eisbergsk
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Re: so curious

Post by eisbergsk » Tue Jul 18, 2017 11:30 pm

ITILDUDE wrote: Imagine the following situation - you have an Incident, no workaround is available, no permanent solution, nothing. I know, it is a rare case, but it happens. Even 3rd level of support are unable to find solution.
So, is the service/product dead? (no more, gone to meet its maker, joined the choir invisible, and pushing up the daisies)?
or do you mean the type of incident where what caused it is unknown, but a reboot of some type fixed it?
*oh so curious!*
/Sharon
In theory, there is no difference between theory and practice.
In practice, there is!

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UKVIKING
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Post by UKVIKING » Thu Jul 20, 2017 9:34 am

ITIL DUDE

You are doing IT Service Management processes regardless of whether you use ITIL to assist in the design of the process.

The tool is just that... a tool.

The purpose of Incident mgmt. is to restore service - not find the reason for the service interruption.

The purpose of problem mgmt. is to identify the unknown cause of one or more incidents.

The incident should remain open until the service is restored

The problem record will be in parallel trying to find the underlying root cause

However, the incident mgmt process must include some basic diagnosis and analystical work needed to restore the service

If as Sharon says reboot the device is the way to restore the service - do so
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

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