How to get from incident to change ?

Discuss and debate ITIL Change Management issues
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Joined: Sun Sep 15, 2013 8:00 pm
Location: Belgium

Mon Sep 16, 2013 4:13 am

When a user creates an incident at the servicedesk and after analyses, a change is the solution...whats the best way to get from incident to change ? You know the root cause and the solution so it can't become a Problem.... Who inititiates the change request ? The user ? The service desk ?
What becomes the state of the incident ? solved (but user still has no solution)? stays open (you get SLA violations) ? put on waiting (timers stopped untill change is implemented) ?....

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