Should Incidents Be Re-Opened?

Should Incidents be re-opened? The simple answer is: yes, if it was Closed incorrectly. Incorrect closure may include incorrect or incomplete testing or failure to confirm service restoration with the customer or user. However, IT environments are complex and reality is seldom so simple. I advocate instead against reopening Incidents, after a 2-3 day Resolved […]

The Role of COBIT5 in IT Service Management

In Improvement in COBIT5 I discussed my preference for the Continual Improvement life cycle. Recently I was fact-checking a post on ITIL (priorities in Incident Management) and I became curious about the guidance in COBIT5. The relevant location is “DSS02.02 Record, classify and prioritize requests and incidents” in “DSS02 Manage Service Requests and Incidents”. Here […]

Incident Prioritization in Detail

One of the advantages of working with BMC FootPrints is the lack of definition “out of the box”.1 The tool provides easy configuration for fields, priorities and statuses, and workflows within multiple workspaces, but there are few defaults (besides sample workspaces that are not very usable). This lack of out of the box configurations has […]

Changing Incident Priority

The correlation between sanity and Linkedin Groups is inverted. I joined several groups because I like to stay connected with the industry, but the disinformation (and verbosity) can be infuriating. Recently I read the following and several people agreed. The priority of an incident must never be changed, once determined For the record, here was […]