Riddle me this: matching ITIL theory to the real world
Calling all you ITIL theorists, philosophers, pontificators and pundits. Marty is back: our follower from the real world, trying to make sense of ITIL on its home grounds, the operations of big iron batch computing. Marty asks what happens after a service is restored? What does ITIL call the function of undoing the damage done while a service was unavailable? I have a view - of course - but I'm going to stay quiet - for a while- and hear what everyone else thinks. So have at it.
I love hearing from Marty (welcome back!) because he has a real job, and in that job he has to make all this waffly theory work. That persepctive results in interesting insights. Here's Marty's question:
I ask because I am trying to explain to some coworkers the mapping of a real world event to ITIL terms. We have a twice-daily batch job which processes applications for credit. By law, the applications must be decisioned, notifications sent and proper documentation done for each application within a certain number of days after application has been made.
Let's map this to ITIL. The "service" is the processing of applications, correct?
Twice in the last week the job has failed to process several applications from some batches. We discovered the failures because compliance management reports showed a mismatch between inbound and processed applications.
The "incident" would be that the "service" was offline for several applications, correct? Therefore, we have two incidents.
The "problem" is that the "service" goes offline. Let's ignore that the failures generated no alerts.
According to ITIL, each incident has been resolved, because the "service" was available immediately after the failure to process the batch of applications.
Clearly, we cannot just pat ourselves on the back and move on; we must process the missing applications. What is that activity called?
Answers on a stamped self-addressed comment below please.