IT SupportOur IT support guy has been in the job since 1979, and never misses an opportunity to pick up a mouse and say "Hello computer" into it, Star Trek-style. Tell us your tales from the IT support cupboard, either from within or without.
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Scaryduck LIKES EGG, Thu 24 Sep 2009, 12:45)
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hmm, i seem to have popped my ITIL hat on :)Arguably in any service desk scenario, incident and problem management are two seperate processes each with their own priorities. The priorities of the incident management are to restore service to the end user as quickly as possible, and the priority of the problem management process is to focus on gaining understanding of any particular IT failure.
Turn it off and on again is acceptable incident management, however it doesn't satisfy any problem management requirements. Strong problem management is required to prevent the powercycle becoming a default solution.
The OP seems to be arguing for stronger problem management and less "quick fixes", which is a perfectly valid goal when aiming for less overall downtime :).
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bluemeat has been best of all the animals since, Wed 30 Sep 2009, 12:09,
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AIEEEEEE!!ITIL!
*hides*
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Mike Fishcake teamfishcake.co.uk - better than your mum's face, Wed 30 Sep 2009, 14:25,
closed)
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