Search found 3 matches

by Bec74
Fri Sep 11, 2009 1:22 am
Forum: Problem Management
Topic: Incident to Problem
Replies: 5
Views: 8725

Hm mm we have a fairly vocal internal school of thought in my org. that like to close incident/s and open a problem ticket instead...without workaround or service restoration. ITIL is fairly clear on this point and I agree with posts above. Their logic (not mine though as a PM!) is anything from 'to...
by Bec74
Fri Sep 11, 2009 1:12 am
Forum: Problem Management
Topic: Problem Cost Model
Replies: 5
Views: 7398

Perhaps the key is having a good view of the cost of incidents first. Whether you measure less than optimal productivity (staff working on unplanned work), your resolver teams cost, customer contact when zero touch channels fail etc does not matter overly...as long as you have good assumptions and b...
by Bec74
Fri Sep 11, 2009 12:52 am
Forum: Problem Management
Topic: Incident / Problem Mangement team - HELP
Replies: 3
Views: 6157

First catch your rabbit...

If you benchmark the cost of your incidents and can estimate how many are highly likely to reoccur without intervention to uncover root cause and address, over a given period, ROI on Problem Management should stack up nicely without too much difficulty. A summary of non realizable benefits & current...