Correlation Incident and Problem Management

[sats90210]

Good pres. Bad sound

[sats90210]

Good pres..Bad sound

[sats90210]

Good pres..Bad sound

[MrDeshpandesanjeev]

Please explain what exactly is Call bridging???

[MrDeshpandesanjeev]

If the Service Desk can resolve all the issues then why do we need Incident management team..this is the question asked to me during an interview.. pls help..

[shrikantpillay]

Another thing, you said Incident manangemet( Both Servicedesk and Resolver group) provides inputs to the Problem Management. There are inputs from Event management( alerts) and Vendor too for problem management

[shrikantpillay]

You say Major incident is defiend on the basis of SLA and number of users affected.

Here i think you must clarify more on MI. MI can be defined as a high prio incident which not only affecting multiple users but also damaging customer's reputation. For instance if a telecommunication server for a Telecom industry goes down then Then that should be treated as MI. But if the Exchange or print server goes down for same comp..it can or cannot be treated as MI even if multiple users are affected.

[sandeshcsheth]

What I meant in my statement was that Incident Management will restore the service as soon as possible using work around if necessary. But that does not mean that the root cause has been identified. Unless the root cause has been identified and eliminated the problem could re-occur. Problem mgmt does that.

And if the incident management is unable to give a workaround in that case too problem management will be invoked.

[gananata]

you say when the helpdesk cant resolve an incident, they create a problem record!! thats incorrect.... Problem management is invoked when an incident is restored/resolved....