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Need Information-Incident or Service Call

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faisal talha
New Member.

Need Information-Incident or Service Call

We are changing our processes as per ITIL and we are using HP OV 4.5 for logging service calls, but if we look at the ITIL frame work it states that any deviation or down grade of an operation of any equipment is known as an incident and should be controlled by the Incident Management Process.

So big question is should we log a service call or an incident when a user experiences a problem with a service?

As per my co-workers who recently attended HP OV training they stated that the incident management module is using for integration with NNM and Radia and that we should log a service call.

Please help clarify this matter as we are about to implement incident management.

faisal.talha@cns-me.com
6 REPLIES
Mark O'Loughlin
Acclaimed Contributor.

Re: Need Information-Incident or Service Call

Hi,

with Openview you generally use Service Calls for the human generated type calls / issues and incidents for the machine generated issues e.g. from NNM etc. which can be called events.

Both of which can then require a problem to be created (as per ITIL).
Jonathon Druce
Acclaimed Contributor.

Re: Need Information-Incident or Service Call

Also it is common practise to use Service Calls to manage Service Requests as the information collected for Service Requests and User initiated Incident reports is very similar and generally follows the same process. The main issue that is found with version 4.5 is the inability to link Service Calls to other service calls (Master Service Call and child service calls). This has been addressed in version 5.0
Mahmood Khan_1
Super Contributor.

Re: Need Information-Incident or Service Call

Hi -
In our environment:
Service calls are created when end user/customer calls in for a problem or an issue.
Incidents are created from automated tools such as BMC Patrol, SAP CCMS or other applications.

Hope that would be helpful.
Mahmood Khan_1
Super Contributor.

Re: Need Information-Incident or Service Call

Hi -
In our environment:
Service calls are created when end user/customer calls in for a problem or an issue.
Incidents are created from automated tools such as BMC Patrol, SAP CCMS or other applications.

Hope that helps.
David Borojevic
Outstanding Contributor.

Re: Need Information-Incident or Service Call

Hi Faisal,

We renamed Incidents to System Incidents as initially it caused similar confusion.

Note that it is possible to have link a Service Call to a System Incident.

The main reason for HP dividing the ITIL Incidents into Service Calls and "System" Incidents is because the forms and fields required etc are typically quite different - main one being there is no "Caller" for the System incident. Also given there is no caller you might not have different deadlines and/or escalation processes etc.

Also there can be system incidents that users are not affected (ie one disk in a RAID set dies, LOW disk space on a server). These are important to log an track but not important for Service Level reporting etc.

Hope that helps.
Ruth Porter
Acclaimed Contributor.

Re: Need Information-Incident or Service Call

Hi Faisal,

We generally recommend that anything raised by a human is logged as a service call and you use different categories of SC to show an incident, request etc. Then use the Incident record type for incidents where there is no human caller.

Then you Incident Management teams can receive SCs and incidents and use the different type of record in how they handle the issue. For a SC ITIL recommends checking with the caller that they are satisfied by the proposed resolution so this should be done for SCs but clearly for an automatically generated incident this step is not necessary.

My main advice is to the decide on the process for how you will handle bith SCs and Incidents before you configure anything in the tool.

Hope this helps

Ruth
http://www.teamultra.net