Search found 2 matches

by AshishPathak
Mon Feb 05, 2018 3:15 pm
Forum: ITIL Discussion
Topic: Root Cause in IM - what if customer fault?
Replies: 2
Views: 6666

Hi Zebratta, Thank you for the question! :) Please take the incident historical data and do assessment to find the pattern. All the incidents occured due to users knowledge gap, prepare SOPs and give to 1st level support and ask to close the call/incident as information provided (how to). For a tech...
by AshishPathak
Mon Feb 05, 2018 12:12 pm
Forum: ITIL Discussion
Topic: Change become and incident?
Replies: 3
Views: 6961

Hi Steve, Thank you for the question! :) There is a huge difference between Incident and Change. Incident: If something is broken or not working as expected or agreed, is called an incident and should be fixed by providing a workaround or a solution as followed by Incident Management process. Change...