ITIL Process Question regarding incident closure

[scottatah]

Good Morning,

This morning we encountered a Priority 1 Incident for a whole office losing their network connection. The cause was quickly determined to be a broken UPS.   Once they bypassed the UPS, the network connection issue was resolved and the office was running again.   The UPS however still needs to be replaced.

Should the incident be resolved when the immediate issue was fixed and network connections resumed?   If so, where and how is the replacement of the UPS swap tracked? According to ITIL V3 it's still an incident: Failure of a Configuration Item that has not yet impacted Service is also an Incident. Is that logged as a new incident?   That would make SLA's happy.   Would creating a new incident confuse the end-user?

I'm curious how you would handle this situation in your environment or what you would consider the best or proper process to be.

Thanks,
Scott

[edward_williams]

Sorry, the link was broken in the other post. Here is the correct link.

ITSM Process Interface Document (PID)

[rajeshgk1]

Real good document. Thanks for sharing. Could we get the following templates as well if possible? Configuration Management Policy and Procedure (CMP&P), Change Management Policy and Procedure (ChMP&P,) Configuration Management Plan (CMP) - references in the document?

[edward_williams]

@ Rajesh

Those documents will not do you any good. They are based on how a business operates. The policies, procedures, directives, standards, etc. in one company do not transfer to another company.

[JohnJasinski]

When service for the users is restored, close the incident ticket.   If you need to do root cause, open a problem ticket.   Then, request or change as needed.   Mark this as answered.   🙂