Search found 36 matches
- Tue Nov 24, 2015 2:55 pm
- Forum: Problem Management
- Topic: incident trending
- Replies: 0
- Views: 9767
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...
- Tue Feb 04, 2014 4:09 pm
- Forum: Problem Management
- Topic: Problem management customer service
- Replies: 0
- Views: 10450
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...
- Fri Sep 13, 2013 9:50 am
- Forum: Problem Management
- Topic: Problem closed - Known error still open
- Replies: 1
- Views: 11384
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!
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!
- Tue Apr 23, 2013 5:17 am
- Forum: Problem Management
- Topic: risk management - is it an aid to proactive Problem manageme
- Replies: 1
- Views: 6304
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 ...
- Fri Jan 11, 2013 4:23 am
- Forum: Problem Management
- Topic: who should raise a Problem Record?
- Replies: 6
- Views: 11368
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...
- Thu Jan 10, 2013 10:32 am
- Forum: Problem Management
- Topic: who should raise a Problem Record?
- Replies: 6
- Views: 11368
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...
- Thu Jan 10, 2013 10:25 am
- Forum: Problem Management
- Topic: Researching considered problems
- Replies: 3
- Views: 7116
- Thu Dec 20, 2012 5:05 am
- Forum: Problem Management
- Topic: 2nd interview
- Replies: 2
- Views: 6066
- Fri Dec 14, 2012 3:25 pm
- Forum: Problem Management
- Topic: 2nd interview
- Replies: 2
- Views: 6066
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...
- 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: 16870
- Tue Dec 11, 2012 8:04 am
- Forum: Problem Management
- Topic: metric?
- Replies: 2
- Views: 5990
- Fri Dec 07, 2012 4:15 pm
- Forum: Problem Management
- Topic: metric?
- Replies: 2
- Views: 5990
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 ...
- Mon Nov 19, 2012 6:04 am
- Forum: ITIL Certification
- Topic: PDCA/7 Step Improvement - CSI
- Replies: 1
- Views: 5719
- Sat Nov 10, 2012 1:10 pm
- Forum: ITIL Certification
- Topic: PDCA/7 Step Improvement - CSI
- Replies: 1
- Views: 5719
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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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?
[/i]
- 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: 16870