Search found 23 matches

by Caperz
Wed Dec 16, 2009 8:07 pm
Forum: Problem Management
Topic: Incident Management Process Governance with a twist
Replies: 12
Views: 10752

Gday guys (that have been around here for a while),

How do we go about getting an Incident Management forum going so that posts like this can be added ?
by Caperz
Mon Dec 14, 2009 6:26 pm
Forum: Problem Management
Topic: Known Error Database
Replies: 23
Views: 45596

Hi Marcel,

Thanks for your feedback and comments.

It has defnitely helped to hear the views and responses about the way other organisations are working out there with Known Error Management.

I look forward to sharing my experiences with this forum.

Cheers

Caperz
by Caperz
Tue Dec 08, 2009 6:08 pm
Forum: Problem Management
Topic: IM and PM communication.
Replies: 9
Views: 10020

Gday HumanAfterAll,

Any updates on your experiences and progress with improving Problem Management in your organisation ?
by Caperz
Tue Dec 08, 2009 5:54 pm
Forum: Problem Management
Topic: Problem Management Free for all
Replies: 6
Views: 9572

Re: Problem Management Free for all

Hi Joe, I have provided information in a recent post "https://itilcommunity.com/modules.php?name=Forums&file=viewtopic&t=4647" that basically is inline with what you are about to venture on here and will respond to your post below : The current ITIL tool we are using was setup so all Problem submiss...
by Caperz
Sun Dec 06, 2009 4:26 pm
Forum: Problem Management
Topic: Root Cause List & SLA Breach Reasons
Replies: 7
Views: 15891

Gday mate, Following is a list of root cause codes that i use in my organisation : - Application : Application Error related to given service area - Authority : Insufficient access rights to perform the task - Capacity Management : Insufficient capacity in given service area - Data Problem due to da...
by Caperz
Sun Dec 06, 2009 4:19 pm
Forum: Problem Management
Topic: Problem with problem management
Replies: 5
Views: 7954

Re: Problem with Problem managemet

Gday Viv, I was wondering how this is now going for you and would like to add my input... I just needed to know if an incident avoided is a success of Problem management. It depends what you mean by that. I would say that if you have good event management and alerting in place then you can have a go...
by Caperz
Sun Dec 06, 2009 3:25 pm
Forum: Problem Management
Topic: Problem ticket documentation requirements
Replies: 8
Views: 10047

Hi team, We have also been working where only the Incident & Problem Managers were allowed to register problem records. We found that there was a bottleneck when we worked this way as there was way too many problems that were not being registered as it was only the global team of 4 that could regist...
by Caperz
Sat Dec 05, 2009 11:34 am
Forum: Problem Management
Topic: Known Error Database
Replies: 23
Views: 45596

Thank you for your replies guys. I must say I agree with your views, suggestions and feedback. I do see the value in all KE records being available and visible to the Service Desk team if they cant implement the work-around themselves. How do you distinguish between work-arounds that are intended fo...
by Caperz
Sat Dec 05, 2009 3:09 am
Forum: Problem Management
Topic: Known Error Database
Replies: 23
Views: 45596

Hi UKViking, Do you see the any danger or harm of curious or adventurous Service Desk staff trying to snoop around systems that they shouldnt be, if they have some information in a work-around that needs to be applied by a specialist group ? Remember - I have not said that I am for the questions tha...
by Caperz
Fri Dec 04, 2009 2:35 am
Forum: Problem Management
Topic: Known Error Database
Replies: 23
Views: 45596

Thanks for your reply SwissTony. I have my opinion on this topic, but am curious on getting input and feedback on how other organisations are working with Known Error records. Does anyone see the benefit in setting up the KEDB so that a KE record is only accessed by the people that can actually appl...
by Caperz
Thu Dec 03, 2009 6:08 am
Forum: Problem Management
Topic: Known Error Database
Replies: 23
Views: 45596

Hi SwissTony, I understand what a Known Error is by ITIL definitions and that it belongs in a KEDB (if one is available) or at the very least the Problem Management tool. However the question was more about viewablility and useability of the KE records, by group /team. Take the following scenario : ...
by Caperz
Wed Dec 02, 2009 3:16 pm
Forum: Problem Management
Topic: Known Error Database
Replies: 23
Views: 45596

Add a few fields: Who has verified the Root Cause? Who verified the Workaround? Gday Bluesman - Why would you want this information ? Tip: only publish current KE:s that have verified workarounds , regardless if they have a RC or not. Heck, even flag it as a "Known Problem" in the RC field if it´s ...
by Caperz
Sun Nov 29, 2009 11:34 pm
Forum: Problem Management
Topic: Known Error Database
Replies: 23
Views: 45596

Known Error Record Details

Hi Team, I would like to ask, for the guys that are using a well established KE tool out there today, can you please advise the recommended fields and information to have in a KE record ? I would imagine that we would need : - Date error was recorded - Who recorded it - What is the faulting CI / Ser...
by Caperz
Sun Aug 16, 2009 6:55 pm
Forum: Problem Management
Topic: At least one incident ticket must be associated to a problem
Replies: 9
Views: 9052

by Caperz
Tue Aug 11, 2009 10:06 pm
Forum: Problem Management
Topic: Known Errors
Replies: 14
Views: 21975