Correlation Incident and Problem Management

[@user-ft8lx1qd4u]

good one sir... please check the volume going forward

[@santuchetu1]

Superb very detail explanation

[@Ingles4allYou]

great..but if you buy a lapela microphone - it would be nice .tks

[@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

[@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.

[@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.

[@itsbhardwaj86]

I work in Data center operations team. Here we get alerts on a monitoring console and we create Incidents for those alerts and concern team resolve the incident after doing trouble shooting. If the alerts keeping on comming on diaily basis we create problem ticket for that. Now my concern is that once the incident has qualified for problem record. Does it make any sense keep on making incident for the alert for which problem ticket is already in progress. Our IM team says we have to create incidents and resolve it in our queue it self it makes no sense to me can you please give me a hand on this. So that i can keep my view on this with some facts.

[@mentorman6285]

It doesn't make sense at all - but hey some1 has come up with a framework and the whole world has to just agree to that I'm not supporting that thinking

[@zionven]

thank you sir

[@patrickb.kabongo8648]

Service Desk is collecting incidents coming from users and these are logged to incident management team. As said, the Service Desk will restore the service as soon as possible. The Service Desk has some level of technical knowledge and Incident Management is the next escalation step from Service Desk. Hope that helps.

[@sats90210]

Good pres..Bad sound

[@semperfidelis6235]

Very knowledgeable but It should be on a powerpoint presentation as to not waste time writing it and trying to figure or make out your writing. Plus the squeak of the marker driving me nuts.... this marker is a known cause due to the marker,,,,

[@sats90210]

Good pres. Bad sound

[@sats90210]

Good pres..Bad sound

[@EmmanuelHWarrior]

Good pres..Bad sound