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02-04-2020 02:58 PM
SNOW had been implemented about 3 months before I arrived at my job. The HelpDesk implemented PW reset as incidents. In the last 3 companies I assisted with implementation a PW reset was NEVER an incident unless a piece of software caused PW issues.
Solved! Go to Solution.
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02-04-2020 03:22 PM
The best practice, in adherence with ITIL standards, would be to consider a password reset a request and not an incident as an incident is defined as "an unplanned interruption to an IT service or reduction in the quality of an IT service".
In general, if they are classified as incidents, this can skew results when reporting on incident metrics however it can also lead to a faster time to resolve as incidents are typically handled more expediently than requests.
That being said there is a lot of gray area in the subject and ultimately depends on the way your organization wants to classify them.
If this was helpful or correct, please be kind and remember to click appropriately!
Michael Jones - Proud member of the CloudPires team!
Michael D. Jones
Proud member of the GlideFast Consulting Team!
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02-04-2020 03:22 PM
The best practice, in adherence with ITIL standards, would be to consider a password reset a request and not an incident as an incident is defined as "an unplanned interruption to an IT service or reduction in the quality of an IT service".
In general, if they are classified as incidents, this can skew results when reporting on incident metrics however it can also lead to a faster time to resolve as incidents are typically handled more expediently than requests.
That being said there is a lot of gray area in the subject and ultimately depends on the way your organization wants to classify them.
If this was helpful or correct, please be kind and remember to click appropriately!
Michael Jones - Proud member of the CloudPires team!
Michael D. Jones
Proud member of the GlideFast Consulting Team!
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02-04-2020 03:46 PM
Agree with Michael.
A password reset is a standard change for the user, and should be considered a request. Unless it's been caused by some kind of failure or event, maybe a hack attempt, could be considered an incident. What we see more commonly, is a user changes a password, then they get dozens of account lockouts, which is being caused by some software or system that cached the old password. Then we would treat those lockouts as an incident!
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02-05-2020 07:29 AM
Yes, I agree as incidents info is somewhat skewed because of mis identified incidents. Although it could be small amount which has no real impact as they might be considered as "outliers" and can be possible filtered out.
Thank you for you input. It supports my best practice understanding.
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06-26-2024 12:18 PM
We are having this challenge right now. What option other than a catalog type item RITM is there for Password request or General Information? It seems very cumbersome to use REQ/RITM for password reset and how to. In other companies, we have customized the INC template to have a first level category of Inquiry or Incident. How does everyone else do it?
