ITIL V3 Application Support Q & A

Operational Support

We have identified two types of “incidents” in our environment: a. Break/Fix – urgent maintenance activity to maintain SLAs; and b. Operational Suuport – not urgent however necessary for Service with SLA impacts.
Question – How do we related the “operational support” component to ITIL?

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One Comment

  1. Tom, a very interesting point. In our support environment we have “Failure Incidents” and “Non Failure” Incidents there are different SLA’s for each type.

    “Failure” means something is broken and users are most likely down and these have a high priority. “Non-Failure” (like missing report, or totals on a report are wrong) disruptive but not broken, have a different set of SLA’s.

    Now some Non-Failure may require immediate attention, but in general “Failure” has a higher priority and tighter SLA’s than Non-Failure. Now to your question.

    First of all you are discussing two entirely different things. One is dealing with a type of incident ” Break Fix” which is basically a “Failure” incident. Second, is a IT Operational Functional area “Operational Support”.

    So basically what I think you need to so is separate different IT functional areas first – “Application Support”, “Operations Support”, other “Infrastructure Support” .

    Setup SLA’s by various service event types (Enhancements, Incidents (failure and non-failure), User Technical Support – Inquiry or investingation which is not a Incident)  by IT functional areas.

    Set up different SLA’s for each functional area and each service event type Failure (break fix), Non-Failure.

    At the moment you are trying to mix apples and oranges. Regarding ITIL – if its broke or disruptive it is still an Incident, BUT may require different SLA’s because of different IT / User functional areas…….  Does this make sense?   Bob

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