Search found 5 matches

by AverageJoe
Fri Jan 29, 2010 11:57 am
Forum: Problem Management
Topic: Deadline to reopen a Problem ticket
Replies: 2
Views: 7507

Deadline to reopen a Problem ticket

Hi everyone, I know there was one discussion regarding reopening a problem ticket back in 2006 so I wanted to make sure reopening is still a valid process. We are currently in discussions with our tool engineers and have asked that our PM team be allowed to reopen Problems for three reasons. 1. To a...
by AverageJoe
Thu Dec 10, 2009 1:27 pm
Forum: Problem Management
Topic: Problem Management Free for all
Replies: 6
Views: 9569

PM criteria

The criteria we use to determine if my team created a Problem ticket and takes ownership is as follows 1. High Impact (Root cause not found during recovery effort) 2. Major Process issues 3. Reoccurring impact 4. Senior Management requests a MPR (Major Problem Review) During a Pilot where we gave 5 ...
by AverageJoe
Mon Dec 07, 2009 12:06 pm
Forum: Problem Management
Topic: Problem Management Free for all
Replies: 6
Views: 9569

Problem Management Free for all

Hey Everyone, I am hoping someone can help me head off a decision that I believe would be a major disaster. The current ITIL tool we are using was setup so all Problem submissions would be sent to the Problem Management Manager. (Me) I would then validate the submission and assign it to one of my st...
by AverageJoe
Wed Nov 18, 2009 5:13 pm
Forum: Problem Management
Topic: Problem ticket documentation requirements
Replies: 8
Views: 10047

Thank you all

Great information from everyone. Thank you for all the help.
by AverageJoe
Tue Nov 17, 2009 4:28 pm
Forum: Problem Management
Topic: Problem ticket documentation requirements
Replies: 8
Views: 10047

Problem ticket documentation requirements

Hi All, I've just read through most of the PM discussions on this forum and learned that I have a lot more to learn. I am a recently promoted PM Manager (Foundation v1 trained) and have been tasked with developing the requirements and processes for opening our PM module to more of the IT groups. Our...