implimentation of a problem process in new job

Discussion on issues related directly or largely to ITIL problem management.
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abu1
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Wed Nov 09, 2011 5:41 am

Hi
Started a new job which does not have a problem manamgemtn process in place. their incident management process is mature and works. can you give me tips on what factors to take into account and which you think are best ways for the service desk to log and pass to problem manager and how to assign to 3rd line groups

thanks


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Diarmid
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Wed Nov 09, 2011 2:20 pm

Tip 1.

Don't design the problem management process from the incident management perspective.

Tip 2.

Assigning resources is assigning resources whether for problem investigation and resolution, incident resolution or anything else.

Tip 3.

If you think that problem management is about using third line (or any other line) you are on the wrong track. [sorry folks; unintentional] If you have a third line it needs to be just as available to incident management as to any other part of your operation.

Tip 4.

Start by considering the purpose and objectives of problem management as they apply to your organization. sub-tip: you could look at the ISO20000 document to get you started here.

Tip 5.

Recognize a) not all problems are brought to light by incidents, and b) not all problems are of a technical nature.
"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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abu1
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Mon Nov 28, 2011 6:25 am

Thanks diarmid for the reply.. I think its difficult to impliment ITIL in a small organisation. AS there is not many problems or major incidents occuring which requires a permenant person doing these roles.
Also it seems like any major incident or problem which occure get dealt by the teams themselves and bypass the proces..

It works nicely in a large organisation where you have a big IT team ...
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Diarmid
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Mon Nov 28, 2011 4:18 pm

I have to disagree strongly.

Firstly disabuse yourself of the thought that ITIL can be implemented. It cannot.

Secondly understand that ITIL implies nothing with respect to whole- or part-time management jobs. It only talks about roles, for which certain skills are required.

All else being equal, I suspect it would be easier to establish a good service management system in a small organization and that is precisely what ITIL offers guidance on. I don't see where anyone avoiding proper process can hide in a small organization.

I think the other thing you have to understand is that anyone can be assigned the task of managing a particular major incident or problem, so long as that person has the appropriate skills and is given the appropriate authority and resources. It could be a different person every day if you want. But whoever does it must follow the procedures you have designed to control the process.

Just an aside, it is a fairly large "small organization" that has dedicated third-line staff.

In my view, the smallest size of IT organization that could benefit from understanding ITIL is a unit of one person. Smaller than that may not be able to get so much benefit.
Last edited by Diarmid on Wed Mar 14, 2012 4:54 pm, edited 1 time in total.
"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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abu1
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Wed Nov 30, 2011 5:09 am

let me clatify what im saying. ITIL specxific roles suc has incident manager , problem manager or change/release in a smal organisation is not really required for a single person. they will be bored out of their brain due to lack of work..

if its a small organisation how many major incidents will you get? or change requests?


so it may be better for one person to do all these roles rather than have 1 person per role.


i am talking from experience here...
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Diarmid
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Wed Nov 30, 2011 5:22 am

That is what I said.

Although whether one person or more than one person depends on the scale.

My point was that this does not make it difficult to use ITIL guidance in the development of your IT service management system and that it is not more difficult to develop a quality system in a small organization.
"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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