Process Incident with hardware.

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Joined: Wed Mar 29, 2017 8:00 pm

Thu Mar 30, 2017 3:26 am

Hi all,

I'm process solution Key User for SNOW in my enterprise and Problem Manager.

We've got a question regarding process with Incident material.

In my enterprise we discuss around one type of Incident.

Sketch :

1 - Client call helpdesk to open an Incident with his printer.
2 - Onsite Support replace it by another one available in HotSpare.
3 - Service is restored and Incident is closed.
4 - What about the faulty printer ? How can we proceed to trace repair ?
We need to send this printer to supplier, but how can we proceed to trace it in our ITSM ?

I hope I was clear,

Many thanks for your help :) !


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ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Fri Mar 31, 2017 4:34 pm

The incident ended when the device was replaced.

What happens to the broken devices - is Inventory and Procurement
John Hardesty
ITSM Manager's Certificate (Red Badge)

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