Problem Management

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Joined: Tue Jul 29, 2014 8:00 pm

Wed Jul 30, 2014 10:17 pm


Please advice me if whether scenario below is belongs to Problem Management

Issue: Network down on workshop, identification of root cause took long hence network restoration delayed. Users / client unsatisfied on the delay and wanted a investigation initiated on what went wrong or delayed the restoration.

Above was worked on a Incident Ticket , and now clients declining for Incident closure since they are unsatisfied with resolution time and management recommend to get a Problem Record raised instead.

Does above falls under Problem Record? If yes, which category of Problem Record fits best for above scenario


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ITIL Expert
ITIL Expert
Posts: 3639
Joined: Fri Sep 15, 2006 8:00 pm
Location: London, UK

Thu Jul 31, 2014 2:08 am

what does your im & pm policy define
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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