Guest user Created: May 15, 2019 Last commented: May 15, 2019

Two incidents

ITIL & ISO 20000

I would like to understand if there are two different IT issues from two different IT applications with a time gap on the same day and impacted a same business process, which application should be the primary CI and how many major incident ticket must be raised?

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Expert

Branimir Valentic May 15, 2019

Answer:
I don't think you should think about it this way. These are two different incidents. Each of them has own impact and urgency (i.e. priority). Therefore, consider them separately. Whether they are Major Incidents - depends on the effect they are causing.
So, depending on priority you will get more important incident. I think that two tickets are needed.
Here are the articles about Incident (and major incident) management:
Major Incident Management – when the going gets tough… https://advisera.com/20000academy/knowledgebase/major-incident-management-going-gets-tough/
ITIL Incident Management https://advisera.com/20000academy/knowledgebase/itil/-incident-management/

and free webinar
ITIL Incident Management Process Demystified [free webinar on demand] https://advisera.com/20000academy/webinar/itil-incident-management-process-demystified-free-webinar-on-demand/

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May 15, 2019

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Two incidents

Two incidents

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