Implementation of Problem Management to the NON IT areas

Forum to discuss ITIL issues and disciplines covering Service Delivery.
Post Reply
User avatar
smehdi
Itiler
Itiler
Posts: 16
Joined: Tue Dec 08, 2009 7:00 pm

Implementation of Problem Management to the NON IT areas

Post by smehdi » Wed Jul 27, 2011 12:26 am

Hi All,

My company is planning to implement Problem Management to the non IT world. However the Non IT world is not familar about the ITIL and Problem Management Process. As a result we have changed the name of the Problem management process to Continual Service Improvement. Please provide your inputs if anyone has also extended the scope of Problem Managent to other Non IT areas and the challenges faced.



User avatar
Diarmid
ITIL Expert
ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Post by Diarmid » Thu Jul 28, 2011 9:26 am

If you are going to call Problem Management "continual service improvement" what are you going to call Continual Service Improvement?

CSI should not be waiting for problems in order to work on improvements.

I don't understand why your "non IT world" needs to be familiar with ITIL.

Why not just develop your problem management policies, objectives and procedures etc. to suit your circumstances? just like you should do also within the IT world.

ITIL is guidance only. And it is guidance about what to put in procedures, not about how to perform those procedures. Anyone who develops a process that relies on peoples knowledge of ITIL when they carry out parts of that procedure, is only half developing those procedures.

The challenge you face is nothing to do with ITIL. It is to do with understanding what your "non IT world" requires of Problem Management.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

User avatar
vikashnarain
Newbie
Newbie
Posts: 1
Joined: Mon Jan 30, 2012 7:00 pm

hey

Post by vikashnarain » Wed Feb 01, 2012 1:00 pm

I agree ITIL is guidance only wherein you can do mdifications as per your requirements. Problem Management is not Continual Service Improvement. But yes if Problem Management is implemented correctly and if operations is going on good then we are striving to Continual Service Improvement. CSI is improving our service by creating lessons learnt from issues and problems and not performing it again, and performing further changes for betterment.

Regards,
Vikash
Diarmid wrote:If you are going to call Problem Management "continual service improvement" what are you going to call Continual Service Improvement?

CSI should not be waiting for problems in order to work on improvements.

I don't understand why your "non IT world" needs to be familiar with ITIL.

Why not just develop your problem management policies, objectives and procedures etc. to suit your circumstances? just like you should do also within the IT world.

ITIL is guidance only. And it is guidance about what to put in procedures, not about how to perform those procedures. Anyone who develops a process that relies on peoples knowledge of ITIL when they carry out parts of that procedure, is only half developing those procedures.

The challenge you face is nothing to do with ITIL. It is to do with understanding what your "non IT world" requires of Problem Management.

Post Reply