Proactive PM - trending on Calls

Discussion on issues related directly or largely to ITIL problem management.
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nzmoko
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MBU
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Michael B.

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UKVIKING
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bennyboy
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Marcel
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Parajuli
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Thu Sep 10, 2009 4:19 pm

Marcel wrote
So bottomline, non-incidents may be valuable to trend for Problem Mgmt
Then how do you make a trend analyse for problem?
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Diarmid
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Thu Sep 24, 2009 6:38 am

Parajuli wrote:Then how do you make a trend analyse for problem?
The question is unclear. What kind of trending would you want for problems?

What useful classifications of problems would give you enough data for trending? How many problems would that require?

Or do you mean you want to detect a trend in the occurrence of problems per se?

Well, in a stable environment, you would expect there to be fewer problems over time, and so that might be worth observing. But there are not many stable environments around. I would think you would want to react to an influx of problems long before you had sufficient time and data to identify it as a trend.

So that leaves trending increasing workloads in problem management in order to secure adequate resources (assuming you cannot fix it by improving processes).
"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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