Correct Resolver group

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Joined: Mon May 18, 2015 8:00 pm

Tue May 19, 2015 7:16 am

Is it true that everytime we assign the Incident to the team who took some action and that fixed the issue even when we know what caused the issue ?
Example : Application A went down due to space issue. Server had enough space but the app consumed whole available space causing the issue. Who should own the incident now? Do we assign the Incident to the one who added additional space or the application team to analyze why the app consumd all available space in short duration

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Tue May 19, 2015 4:29 pm

What do you mean true ?

Your own Incident mgmt. process defines what you do

there is no global truth
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Mon Jun 08, 2015 6:49 pm

You luckily know the root cause of PROBLEM and workaround, that should be recorded in KEDB so that incident team can refer to restore services, the Problem management team should perform a capacity assessment in order to fix it, to answer your query Problem management will be resolver group, still problem management is a process and not a function, process may be performed by technical management function or whatever your organization named it.
ITIL Expert, Certified ISO 20000:2011 (SMS) Lead Auditor.
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Sun Jun 14, 2015 6:52 am

Like UKVIKING has rightly pointed there is no Global rule in place at all .

You can raise an incident one for Application management team and other for the team who increases the space. This is purely on how your process is predefined
Kranti Kiran Kumar Gedela

Project Manager - SAP

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