Archive for March, 2008
Everyone’s important, but what’s an incident?
The world of Service Operations is certainly one of competing priorities. Over the past week, my team has been struggling to agree on a definition for an incident. We have a process we’re all happy to follow when something goes wrong, but when do we invoke it? How bad does the problem have to be? When is the process just going to get in the way rather than resolve things?
Regardless of where we are headed, ITIL offers this definition of an incident:
“any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service”
Now if we just had agreed definitions for “standard operation”, a list of services offered and expected service levels we’d be set.
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