Multiple issues in an incident

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Neo-anarch
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Mon Sep 16, 2019 6:47 pm

So I had an incident today which had 4 issues all potentially different root causes but were reported as 1 related to the impact to the business. My question is per ITIL framework. Is that 1 incident - 1 Problem? Or open 3 extra incidents and three problems? I would like to know peoples thoughts.

Will


tedderpd
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Wed Sep 18, 2019 6:55 am

hmm....good question.

Working backwards, has your organization defined the criteria for when an incident becomes a problem ? For me, that drives if/when a problem record is raised.

As it was reported as a single incident, my advice is to treat it as a single incident. Then, based upon the incident meeting the criteria of problem, then open a problem record. Analysis of the problem may then lead to additional problem records being raised as needed. In other words, until problem management does its work, we can't know if there are one, two, or ten causal events that led to the incident.

Let the process and the evidence lead you where you need to go; don't presuppose anything.
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