Search found 3 matches

by Kos
Tue Aug 09, 2016 6:43 am
Forum: ITIL Discussion
Topic: Low disk space - Incident og Service request
Replies: 6
Views: 10328

Its an Event, which should lead to an Incident.

ITIL Incidnet definition:-
An unplanned interruption to an IT Service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident — for example, a reduction in disk capacity.
by Kos
Tue Aug 09, 2016 6:40 am
Forum: ITIL Discussion
Topic: What's the difference CSR and SR?
Replies: 1
Views: 5965

I don't think there is any difference- it is just two ways of referring to a Service Request.
The only difference I can think of is that one is a Catalogue Service Request- for an item in the Service Catalogue.
The other is a Service Request for something that is not in the catalogue.
by Kos
Tue Aug 09, 2016 6:29 am
Forum: The ITIL Service Desk
Topic: How to manage Resolution with different support availability
Replies: 1
Views: 9213

How to manage Resolution with different support availability

If you have different location-based support teams with different capabilities to provide support, how do you manage SLAs? For example a 1-person support team may only be capable of looking at a P2 within 8 hours, whereas a team of 6 could look at it within 2 hours. Customers expect the same SLA irr...