1 Reply · Latest reply on Dec 8, 2017 8:47 AM by Susan Britt

    How incident raises by end-user and what are next steps in incident process,when incident turns into problem?

      Hi all,How an incident raised by end  user,and what is process done,can any one explain with real time example?When incident turned into problem?

        • Re: How incident raises by end-user and what are next steps in incident process,when incident turns into problem?
          Susan Britt

          Hi Charith,

           

          I would recommend you read through the different docs on the subjects.  Here's the link to ITSM for Jakarta.  There are also tons of articles online regarding ITIL.

          IT Service Management

           

          A real example could be an employee reports an incident.  Their incident (issue) is they cannot log into an application supported by your company.  The appropriate support team would work to resolve the incident.  If a root cause is needed to determine why the issue occurred and prevent future recurrences, a problem can be opened.  A problem could also be opened for known workarounds.  In simple terms, I like to think of Incidents as an issue that disrupts or prevents users from doing their normal job duties or interrupts a system/service.  Problem is the cause of the Incident(s).   

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