Search found 9 matches

by baloutang
Fri Jan 11, 2013 10:32 am
Forum: Problem Management
Topic: who should raise a Problem Record?
Replies: 6
Views: 9923

UKVIKING, Would you suggest that the PM-like CAB be run similarly to a CAB? It makes sense to have an "approval process" for problems that are worked by the PM team. I think it's in the details of how this is executed to where it can become extremely efficient or greatly dysfunctional depending on t...
by baloutang
Fri Jan 04, 2013 10:23 am
Forum: Problem Management
Topic: Incident/Problem Manager - Question
Replies: 7
Views: 9697

There may come a time when they are conflicted with themselves. Incident managers want to triage and get the service up and running regardless of how it's done. Problem managers are not as reactive. They want to delve in deeper and rather than just "restarting" the service, they would look want to c...
by baloutang
Fri Dec 21, 2012 10:24 am
Forum: Problem Management
Topic: Researching considered problems
Replies: 3
Views: 6013

Researching considered problems

Hello, I have a general question. We have a new project that has come up and there are issues that are found by the business. Rather than logging these via the Service Desk, they hold onto them. Some of these errors are user errors where they keyed in the wrong information, others are actual system ...
by baloutang
Wed Feb 29, 2012 7:27 pm
Forum: Problem Management
Topic: Service Desk and Problem Management
Replies: 2
Views: 4723

Service Desk and Problem Management

I realize that Service Desk is a function of both Incident Management and Request fulfillment. With this in mind, should service desk have the ability to create problems and known errors? My understanding that activity such as problem logging, etc and creation of known errors is done by Problem mana...
by baloutang
Tue Jan 03, 2012 11:03 am
Forum: Problem Management
Topic: Problem or defect?
Replies: 1
Views: 10356

Problem or defect?

I've been working for some time on standardizing and maturing problem management in our organization. One of the issues I've encountered is that when a problem is found in production, developement wants to reclassify this as a 'defect'. Maybe it's all in the terminology, but my understanding of prob...
by baloutang
Fri Oct 21, 2011 11:17 am
Forum: Configuration Management
Topic: Experience with various CMDBs
Replies: 0
Views: 4556

Experience with various CMDBs

Hello, Our company utlizes IBM Clear Quest for defect tracking in the application development areas. Infrastructure uses CA Unicenter for asset tracking we have some application CIs in that tool. The challenge is that we don't have a CMDB to allow us to do proper impact assessment. Some of the produ...
by baloutang
Thu May 05, 2011 2:04 pm
Forum: Problem Management
Topic: Recording Known Error for Service Desk usage
Replies: 3
Views: 4872

Thank you for clarifying those points. I agree it surrounds terminology.
There may be an opportunity for the tool to have a generic error message that is related to the actual known error.
Either way, you've given me additional things to think about. I appreciate you quick reply!!
by baloutang
Thu May 05, 2011 9:44 am
Forum: Problem Management
Topic: Recording Known Error for Service Desk usage
Replies: 3
Views: 4872

Recording Known Error for Service Desk usage

Our organization isn't very mature in terms of the ITIL processes. I've been tasked with creating the KEDB within the tool that the Service Desk utlizes (it has appropriate Problem functionality). One of my biggest challenges is as a Problem manager, I record the Known error with the title descripti...
by baloutang
Fri Apr 23, 2010 12:07 pm
Forum: Problem Management
Topic: Major Incident
Replies: 8
Views: 9453

Major Incident

Hello, I'm implementing ITIL within our organization and management has a feeling tha Major Incidents belong within Problem. The assumption is that when a Major Incident occurs and SLAs are breached then it should be handed over to Problem management to "restore service and/or work with a team to fi...