Saturday, November 10, 2012

Fixing my fence, the ITIL way

I just finished ITIL Foundations training, and wanted to detail how I fixed a fence problem this morning in ITIL Terms:


  1. Event--> Dogs barking outside.
  2. Alert --> Dogs shouldn't be barking this early .
  3. Incident Created with service desk --> Dogs shouldn't be barking this early.
  4. Incident Troubleshooting Dog is outside the fence, Fence SLA violated ('5 Nines' Dog Containment)
  5. Incident Priority Critical.
  6. Transferred to Problem Management.
  7. Problem Management identifies a work around --> Put the the dog in the house.
  8. Problem Management communicate the work around to service desk to communicate to customer.
  9. Dog is put in the house.
  10. Since the Fence is a VBF and the SLA is being violated Problem Management convenes the ECAB
  11. Problem Management identifies the problem and suggests a solution  --> Fix the section of the fence that dog breached.
  12. The ECAB Approves the change and transfers it the Technical Operations.
  13. Technical Operations fixes the problem.
  14. The Change is noted in the CMDB (My Wife).
  15. The Service Desk is notified, they notify the customer.
  16. The dog is let back out.
  17. During Post incident review by CSI, it's noted that fence inspection should happen more often.

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