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Discussion on issues related directly or largely to ITIL problem management.
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StephentheITILGuru
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Newbie
Posts: 2
Joined: Tue Oct 04, 2011 8:00 pm

Tue Jan 03, 2012 2:49 am

Incident reported by technical staff must be logged as problem because technical staff manage infrastrutre device and not services.........

Is this Correct, pleease revert back


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Diarmid
ITIL Expert
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Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Tue Jan 03, 2012 4:27 am

No. It is totally incorrect.

An incident is an incident and a problem is a problem and never the twain shall be confused.
"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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UKVIKING
ITIL Expert
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Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Tue Jan 03, 2012 7:39 am

I also think some one who puts theITILGuru as part of their login name needs to reconsider this as they obviously have no clue about ITIL as the statement from Diarmid is basic ITIL knowledge
John Hardesty
ITSM Manager's Certificate (Red Badge)

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