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ITIL :: View topic - Selling problem management
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Selling problem management

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Joined: Jan 25, 2010
Posts: 4

PostPosted: Tue Jan 13, 2015 8:50 am    Post subject: Selling problem management Reply with quote

I have a difficult task infront of me, I need to get Problem management implemented in a global organisation that dont have that great of knowledge about ITIL.

Management is on-bord with the implementation, the platform part is out sourced and there are no issues there, but how do you get technicians to change there way of working.
One question that I need to be prepared for is 'why should I change the way I have been working for the last 10 years?"

How have you done this in your organisations?
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Joined: Apr 28, 2014
Posts: 27

PostPosted: Thu Feb 05, 2015 11:44 pm    Post subject: Reply with quote

Why would you need to 'sell' it to technicians?

Problem Management is about getting to the root cause of issues, technicians should recognise that.
The solution to your problem should be simple, Problem Management (done correctly) reduces incidents and increases availability of key systems for the business.
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Senior Itiler

Joined: Jun 05, 2015
Posts: 59
Location: Hyderabad ,India

PostPosted: Sat Jun 06, 2015 3:56 pm    Post subject: Reply with quote


I guess you yourself are not completely convinced with PM process

What you are trying to achieve here is to reduce there burden by getting a permanent fix for their recurring issues . You are trying to be proactive to avoid a major outage . Engineers will easily understand the outcome if you explain this .

All the best
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