Search found 4 matches

by spinningnut
Fri Jan 31, 2014 9:42 am
Forum: Problem Management
Topic: Clear up a Problem argument please?
Replies: 4
Views: 13112

Thank you. I guess therefore it's the decision made by the Service Desk handling the incidents whether or not a problem ticket is created and not as stringent in the way I was thinking. (create a PR based on 1 or more incidents of a similar nature).

Many thanks for your response and it has helped.
by spinningnut
Fri Jan 31, 2014 4:39 am
Forum: Problem Management
Topic: Clear up a Problem argument please?
Replies: 4
Views: 13112

Thank you for the most helpful and comprehensive response. So e.g. if the Service Desk Analyst has now dealing with 3 incidents of the same issue but a work around hasn't been found yet are you saying that these will remain open as incidents until a workaround is found and it's not necessary to open...
by spinningnut
Fri Jan 31, 2014 4:01 am
Forum: Problem Management
Topic: Clear up a Problem argument please?
Replies: 4
Views: 13112

Clear up a Problem argument please?

A dispute going on in the office around PM - the scenario is something like this:- 1st Scenario:- 1 incident received - workaround found - incident closed. 2 incident received - same as 1st incident logged - problem ticket raised Q: do we link both incidents to the problem ticket? do we close the 2n...
by spinningnut
Mon Jan 27, 2014 8:44 am
Forum: ITIL Discussion
Topic: Release Unit or Release Package?
Replies: 1
Views: 5576

Release Unit or Release Package?

Can somebody please explain in lamens terms the difference with a release unit or a release package?