Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.
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.
Search
Languages
Select Interface Language:
Advertising
Please contact us via the feedback page to discuss advertising rates.
The Itil Community Forum: Forums
ITIL :: View topic - Problem manmagement best practice
Posted: Thu Oct 24, 2013 2:53 am Post subject: Problem manmagement best practice
I'd like to design a "best practice" problem management process, I would much appreciate your opinion on my process flow (would it be consider ITIL aligned or somehow a best practice?):
Joined: Sep 16, 2006 Posts: 3589 Location: London, UK
Posted: Mon Oct 28, 2013 7:07 am Post subject:
First, I think claiming Service Now Flowcharts as their own is in poor taste
The Service Now header sort of gives it away.
Second, it is quite obvious you have no effing clue what ITIL, IT Service Management is nor do you have any idea what problem management is.
Problem Management is not merely finding the RCA - which is an abbreviation for Root Cause Analysis - which is usually a report given to a customer when there is a major outage and the customer wants to know what happened.
I am now expecting you to show a flow chart you came up with for adding two integers together or even two whole numbers or fractions.
Finally, frankly why are YOU wasting your time trying to re-invent the wheel when the IT SM process as it is .. is the most complete best practice explanation about what problem mgmt. is and how it fits within the rest of IT Service Management _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Hi,well thanks for your honest response, I'm reviewing the flowchart based on your comments, I only have a doubt, what do you mean with integers, whole numbers or fractions?
Joined: Sep 16, 2006 Posts: 3589 Location: London, UK
Posted: Thu Oct 31, 2013 8:21 pm Post subject:
Daltrw
There is already a Better Practice Problem Management flow chart
There is already a IT SM Standard for IT SM Problem Management.
ITIL has already done the Better Practice PM Flow chart for the entire PM process - both reactive and proactive PM.
ISO 20000 is the IT SM Standard to which all IT SM work should be measured against.
I totally recommend you cease trying to create something that has already been written.
I also recommend you get educated on ITIL, IT SM so you know exactly what IT SM, ITIL and Problem Management
Finally, I see no comment from you about the theft - by you - of Service Now's Intellectual Property.
I presume that you are a college level student. There is something called Academic Standards and practices -where you the student are held - in regards to plagarism, etc.
You should do well to heed that
PS: This remark - [i]I am now expecting you to show a flow chart you came up with for adding two integers together or even two whole numbers or fractions. [/i] - is sarcasm where I am trying to point out that you would attempt to create your own means to accomplish addition. _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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