ITIL - incident Management

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Joined: Tue Jul 11, 2017 8:00 pm

Wed Jul 12, 2017 4:32 am

We received a TMART alert stating URL unavailability of a critical application . It is designed it such a way that the automated Incident will get created and assigned to the application support group . Now for handling the Major incident process for the above service outage i manually created it and involved the team to work on this case

I would like to get clarified whether my act of creating the Incident manually a incorrect one according to the ITIL guidelines ??

Thanks in advance for the reply

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

Thu Jul 13, 2017 2:36 am

No . Why ?

ITIL is merely a set of advice / guidance on how to do IT Service Manageemnt well

The true source on the way you do things is in your policies
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Posts: 3
Joined: Tue Aug 15, 2017 8:00 pm

Wed Aug 16, 2017 1:40 am

Is Alert Generated or not?

ticket should automatically raised as per your setup. can you please define what is purpose of creating new ticket?
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