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Case 1: Let's say that I have a recurring issue that causes an application to not launch. I know a workaround, I just try one more time but there is currently no fix to make it always open properly.

Case 2: I have a recurring issue that causes an application to not launch. I don't know a workaround or a fix.

Case 3 (obviously an incident): Your payment system service stops working for 3 minutes every now and again.

Case 3 is a classic incident that goes directly into Problem Management after.. 2 or 3 incidents I forget. How about case 1 and 2?

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  • I thought that ITIL was the complement to project management; if it is a project, it isn't ITIL; if it is ITIL, it isn't a project. Is this in scope?
    – MCW
    Commented Sep 28, 2020 at 17:37

2 Answers 2

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Case 1: Known Error

The issue needs to logged into Known Issues with Work Around, provide temporary fix and forwarded to Change Manager to be included in the next release cycle.

Case 2: As you said, its more than one instance of an incidence. It needs to be marked as an issue and needs to be fixed immediately.

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... and, to extend Tech's response ... make sure that the technical team which is ultimately responsible for making this show-stopper go away is aware of both of these cases. If there appears to be "a consistent work-around," that is an extremely important clue. Make sure that the teams are aware of "every ticket" that might possibly be relevant to the situation.

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