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...

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...

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!

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 ...

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...

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...

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

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

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...

gtopawb - Have you booked or plan to book an accredited course before taking the exam?

thanks for clearing that up

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 ...

i worked it out. it means implement what u planed in the plan stage, ie measuring. etc

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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understood