Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: Donalddyedo
New Today: 19
New Yesterday: 120
Overall: 203743

People Online:
Visitors: 149
Members: 0
Total: 149

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Process focused Problem Management is not working.
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Process focused Problem Management is not working.

 
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message
ProblemGuyAKLC
Newbie
Newbie


Joined: Oct 31, 2016
Posts: 1

PostPosted: Tue Nov 01, 2016 10:05 am    Post subject: Process focused Problem Management is not working. Reply with quote

I've been working in a process focused problem management environment supporting 10,000 plus users for two years. My organisation does not use SLT's (SLA's) connected to KPI's. This means team leaders and managers providing a service don't put focus or urgency into reducing incident numbers. In turn they do not use problem management enough or follow through with investigating their problems. This is very frustrating. I have tried influencing behaviors and have had minimal success as support teams still don't perform trend analysis or identify problem candidates. In fact there is plenty of evidence of the problem process playing out in the incident process and the Incident process playing out in emails.
We have floated the idea of the problem management team becoming proactive in reducing incidents and doing this by using trend analysis to target high volume incident areas. Yes this means problem ownership sits with the problem management team.

Question: Can someone please tell me what pitfalls we could come across and provide suggestions on how to create a proactive problem management environment successfully?
A proactive problem management environment appears to be what the IS/ICT leaders want.

History: Currently I'm the sole problem coordinator in the organisation and manage the problem process and all activities related to it. Yes - it's hard to get traction when you are a lower life form. The process based approach has been in place for approx. 6 to 7 years and has had little buy in.
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3536
Location: London, UK

PostPosted: Tue Nov 01, 2016 4:42 pm    Post subject: Reply with quote

What I see is a Incident Management related issue
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
UKIT
Itiler


Joined: Sep 26, 2007
Posts: 45
Location: England

PostPosted: Thu Dec 01, 2016 11:40 pm    Post subject: Reply with quote

The pitfalls could be getting something done when your find a potential problem that could result in an incident.
If your organisation doesn’t have SLA’s, presumably there is no rush to resolve incidents which is a tad strange to say the least.
Would be interested to see what KPI’s are in place.

From experience when performing the annual audit of our datacentre as part of my role at the time in Configuration Management to ensure CMDB accuracy, spotting single points of failure (SPOF) was part of the audit process.
SPOF being servers with a single power supply (Non redundant/ non hot pluggable) or a single network card for example.
When I presented my findings to senior IT management, they were keen to address such shortfalls as loss of service to the business could result in considerable financial loss.
Sounds like you should be taking your skills and dedication to another organisation who actually value what you are trying to achieve.
Presumably if it was the payroll server that was going down on a regular basis, those in your organisation who appear to show no interest in problem management would be the first to complain.
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops © 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest © 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.