Occurrences and Cases (Incidents)

An open discussion on issues related directly or primarily to the service or help desk.
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Joined: Wed Jan 29, 2014 7:00 pm

Thu Jan 30, 2014 5:51 pm

We use a CRM product right now and are trying to start implementing ITIL practices, Although we are not even close, my boss think he knows everything there is to know about the subject and here is todays scenario.. Please tell me he is way out in left field, granted I'm new to the practice too.

We upgraded a application to a new version, the old and new clients are on the computers, its time to remove the old client. there are probably 25 computers that need to be touched.

My thought process is... My boss should open an case (incident) for the request, assign it to my team, we will open a single change request and note all the computers we need to uninstall the old client from, then do the work.

Here is what my boss says... Open 25 cases, make one case a parent and all the others children, then work on each one until they are all done.

Please tell me I have the better understanding.

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Joined: Sun Feb 09, 2014 7:00 pm

Mon Feb 10, 2014 2:59 pm

I don't really see any of this as an "incident" so to speak. There's nothing that I would consider break/fix. I believe this all should have been completed as part of the Change that helped deploy this new software.

Depending on the ITSM software you use, the exact work being done on a change can sometimes be tough to track so I can understand why you may want to do something like what you're suggesting, but I think it will skew metrics.

If you absolutely have to go with opening a "case" or 25 cases plus the parent. The Change would technically be the parent or what you'd want to relate everything to (which you may or may not be able to do). Given that you probably shouldn't be using incidents for this in the first place, I'd recommend one incident with the list of 25 computers and referencing the Change in that incident.

If these were true incidents, I'd be on board with what your boss said.

Thats my $0.02.
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Joined: Tue Jan 28, 2014 7:00 pm
Location: Delhi, India

Fri Feb 14, 2014 9:54 am

I echo with your boss even though the numbers would smash the metrics. Because you have to track each any every system and update the status, so individual incident would be required even it is pain.

I followed a similar exercise when we needed to reset the VPN config for multiple customers.
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Madhava Verma Dantuluri
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Fri Feb 14, 2014 4:26 pm


I can see where the boss is coming. Don't necessary agree.

Here is the point

How is work assigned to individuals tracked and managed for systems that are in the tIT SM tool.

If the tool is used for incidents as well as tasking staff, then he has a point

Now, it depends on the tool. Some tools allow you to make multiple tasks within a ticket
John Hardesty
ITSM Manager's Certificate (Red Badge)

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