Incident to Problem

Discussion on issues related directly or largely to ITIL problem management.
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IceCreamMan
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Fri Mar 06, 2009 1:49 am



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UrgentJensen
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Fri Mar 06, 2009 6:23 am

Did I just say that out loud?

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Diarmid
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Fri Mar 06, 2009 7:12 am

"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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IceCreamMan
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Mon Mar 09, 2009 4:59 am

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UKVIKING
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Mon Mar 09, 2009 5:25 am

John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Bec74
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Fri Sep 11, 2009 1:22 am

Hm mm we have a fairly vocal internal school of thought in my org. that like to close incident/s and open a problem ticket instead...without workaround or service restoration.

ITIL is fairly clear on this point and I agree with posts above.

Their logic (not mine though as a PM!) is anything from 'too many incidents' to 'been around for ages'.... when I question why these are in the queue for 'urgent fixes'.

In my view.. this is SL cheating at worst and hiding resource shortages at best.
If you cannot find a root cause, make one up. Either you will be right or everyone will scramble to disprove you.. either way you will be further ahead
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