Incident leading to a change

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sherry
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Tue Mar 22, 2011 12:07 am

Dear All,

Appreciate if you all could kindly help us on the below.

We are in the process of formulating the procedures for Incident, Problem & Configuration management.

The argument that has arosed while we were discussing the Incident flow is in the case of Incident leading to a change.

My question to you all is, Is it right to close the incident in this case once a change record is opened given case that, there was no work around that could be provided.My argument to the group was not to close as for the end-user, until the change is implemented we cannot close the workorder as for the end-user we haven't provided him the resolution for the incident he has reported.Instead it could be closed automatically once the change record is closed.

Some of the group memebers said we could transfer the incidentt ref no to change ref number which is also wrong to me , as we are not tracking neither the incident to change in our system completely whicu could eb used for reporting later for various analysis.

Appreciate all of your feedback.


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Diarmid
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Tue Mar 22, 2011 4:27 am

Sherry,

raising a change request does not resolve an incident. Restoration of service is the only way to resolve an incident (short of giving up on it!).

Incident Management is the management process that oversees the resolution of the incident right up to acceptance by interested parties, normally including users and sometimes customers, and in some cases goes further to review the incident and the way in which it was dealt with.

So, in your case, an action under incident management issues a change request (probably with high urgency); change management oversees the implementation of the change in an orderly and safe manner and reports back to the requestor (not the users or customer - they did not request the change) for sign-off. If, at this stage, the incident has already been closed, then the requestor is in limbo since s/he was working under incident management for the incident but can no longer do so. So the users (and customer) cannot be formally notified and asked to verify that they now have normal service.

This all may seem trivial to some people because, after all, anyone involved "knows" to focus on getting the service up and running and anyone can talk to the users (or customer), and it might even be the same individual involved in both incident resolution and change implementation roles. however it demands an unnecessarily complex control trail if you are to be able to understand what happened historically and also the time of incident closure does not match the time of incident resolution (by a long way!) thus making statistical analysis, perhaps related to SLAs, much more difficult, or to put it another way the incident closure time will be a lie.

You will get further difficulties in the event that the change either does not work (and is regressed for example) or works but does not restore service (perhaps because the diagnosis was faulty). In these cases the users are still twiddling their thumbs and there is no incident open to do anything about it. You cannot open a new incident record because it is not a new incident and it would seem strange to re-open the closed incident on the grounds that it was deliberately closed prematurely.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Diarmid
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Tue Mar 22, 2011 4:30 am

ITIL admin,

is peter238 by any chance a spammer?
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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ITILadmin
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Tue Mar 22, 2011 4:45 am

Yes indeed. They leave a nonsensicle message, and then return to spam if it isn't deleted. Pond life.
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Diarmid
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Tue Mar 22, 2011 5:02 am

ITIL admin,

my alter ego is Algernon Pondlife. you will find him at Net-chess, Stan's (also called netchess), Civfanatics, and a variety of lesser places. He signs himself variously as Algy, Algie and Algae as well as Algernon and he has a fine reputation as an erratic chess player and and a polemical, opinionated poster.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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