Search found 36 matches

by elbow
Tue Nov 24, 2015 2:55 pm
Forum: Problem Management
Topic: incident trending
Replies: 0
Views: 9510

incident trending

hello gents, ladies. Some methods i have used to gather data around incidents, so looking for trends and some proactive work: run reports from the incident logging tool speak to resolver teams - understand their pain Speak to the help desk and also collect their own incident reports speak to custome...
by elbow
Tue Feb 04, 2014 4:09 pm
Forum: Problem Management
Topic: Problem management customer service
Replies: 0
Views: 10202

Problem management customer service

Hio guys Looking to get feedback from internal customers as to what they think of our PM service to date. looking to make it about a page, 8 questions-ish - Short and sweet 1. how do you rate Pm 0-10 2. what would you like us to stop/start/continue (comments box) and so on with a mix of 1-10 and com...
by elbow
Fri Sep 13, 2013 9:50 am
Forum: Problem Management
Topic: Problem closed - Known error still open
Replies: 1
Views: 11070

Problem closed - Known error still open

Hi guys

Does anyone know of a situation when a problem can be closed and the Known error left open?

Perhaps when the known error is an accepted risk?

Look fwd to any help, cheers!
by elbow
Tue Apr 23, 2013 5:17 am
Forum: Problem Management
Topic: risk management - is it an aid to proactive Problem manageme
Replies: 1
Views: 6008

risk management - is it an aid to proactive Problem manageme

From what i can gather, risk management is concerned with potential future effects of current decisions, while problem management deals with current effects of past decisions. There is talk that risk management can be a great aid to proactive PM. I'm not hugely versed in RM, i wonder if anyone here ...
by elbow
Fri Jan 11, 2013 4:23 am
Forum: Problem Management
Topic: who should raise a Problem Record?
Replies: 6
Views: 10792

UNVIKING. Thanks for the reply - in essence what you're saying is that the PCR is a notification/request to PM to investigate an issue and then PM decide whether they will open an actual Problem investigation based on certain criteria. Therefore, it should only be PM that open a problem record and a...
by elbow
Thu Jan 10, 2013 10:32 am
Forum: Problem Management
Topic: who should raise a Problem Record?
Replies: 6
Views: 10792

who should raise a Problem Record?

For a while now i have always assumed it was the PM only that raised a problem record. It now seems not the case depending on company policy. On inspection of itil process, it doesn't state this but suggests the service desk can. i imagine this to be reasonable if the SD is sharp, but not always the...
by elbow
Thu Jan 10, 2013 10:25 am
Forum: Problem Management
Topic: Researching considered problems
Replies: 3
Views: 6732

where is the project team - sounds like this should not have been signed off? were the issues known prior to release? Sounds like a real crappy handover
by elbow
Thu Dec 20, 2012 5:05 am
Forum: Problem Management
Topic: 2nd interview
Replies: 2
Views: 5746

ha thanks for the comment - in fact the manager WAS off sick and someone had to step in - ended up with 5 mini-interviews with each of the team - exhausting almost but i got the job. Think the work was done in the 1st interview
by elbow
Fri Dec 14, 2012 3:25 pm
Forum: Problem Management
Topic: 2nd interview
Replies: 2
Views: 5746

2nd interview

hey folks, i have a 2nd interview next week. I'm told i will be meeting some team members PM/CM and will be chatting about the role(PM) and also to discuss current challenges and future plans of the pm dept. Do you think they will be asking for my input on how i see the current challenges and future...
by elbow
Wed Dec 12, 2012 4:05 am
Forum: ITIL Certification
Topic: Passed the V3 CSI Lifecycle Test - Where is this getting me?
Replies: 12
Views: 15892

gtopawb - Have you booked or plan to book an accredited course before taking the exam?
by elbow
Tue Dec 11, 2012 8:04 am
Forum: Problem Management
Topic: metric?
Replies: 2
Views: 5681

thanks for clearing that up
by elbow
Fri Dec 07, 2012 4:15 pm
Forum: Problem Management
Topic: metric?
Replies: 2
Views: 5681

metric?

Hey Chaps camer across this little ditty on a prev post here on the itil forum suggesting some PM metrics decrease in number reoccurring incidents caused by unresolved problems. If there is something that nets out the mgmt of problems, this metric is it. Do this and ur organisation will prosper can ...
by elbow
Mon Nov 19, 2012 6:04 am
Forum: ITIL Certification
Topic: PDCA/7 Step Improvement - CSI
Replies: 1
Views: 5468

i worked it out. it means implement what u planed in the plan stage, ie measuring. etc :D
by elbow
Sat Nov 10, 2012 1:10 pm
Forum: ITIL Certification
Topic: PDCA/7 Step Improvement - CSI
Replies: 1
Views: 5468

PDCA/7 Step Improvement - CSI

I dont understand what i am being told in the books:

PDCA says the Do stage = Execute the planned activities

7 step is saying the Do stage correlates with gathering/processing the data

Anyone able to help me see what im missing here?

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by elbow
Fri Oct 05, 2012 7:54 am
Forum: ITIL Certification
Topic: Passed the V3 CSI Lifecycle Test - Where is this getting me?
Replies: 12
Views: 15892

understood