Problem involvement in Incidents

Discussion on issues related directly or largely to ITIL problem management.
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Mike47
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Fri Dec 09, 2011 3:59 am

Thoughts on whether Problem Managers should get involved and participate on Incident calls that are working twords remediating on active Incident?


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Diarmid
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Fri Dec 09, 2011 5:00 am

This is not a logical idea.

However I suspect that you may mean something entirely different, possibly one of the two following things:

1. you have skilled technical staff dedicated to problem managment and you wonder about the possibility of using their skills and experience to aid the resolution of an incident. This can, and in some cases ought to be done, but it is not involving problem managmeent in the incident; it is using resources normally allocated to problem management, in incident resolution.

2. you want to use investigative tecniques, normally associated with problem management in some people's minds, to help understand an incident sufficiently to resolve it. That does not make it problem management either.

It is not what you do or how you do it that differentiates, it is why you do it and how you manage it. an incident is driven by the imperative of returning to normal service. A problem is driven by the imeprative of future prevention.
"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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Thu Dec 15, 2011 9:06 am

I work as a incident and problem manager.. So i do get involved in incident managing reviewing and overview.. ?check weather they are updated, logged/closed using correct categories. any improvments required on the servide desk software etc...
More and more jobs are now like this incident and problem combined..
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UKVIKING
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Thu Dec 15, 2011 10:43 am

Abu1

this is one of the ONLY explicit statements in the ITIL volumes that should not happen

The IM mgr and the PM mgr have different goals; there fore the role should nto be doen by the same person because of the different goals of the two processes

Unless the company is so small,
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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abu1
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Fri Dec 16, 2011 8:51 am

UKVIKING wrote:Abu1

this is one of the ONLY explicit statements in the ITIL volumes that should not happen

The IM mgr and the PM mgr have different goals; there fore the role should nto be doen by the same person because of the different goals of the two processes

Unless the company is so small,
In a small company this happens alot.. roles get combined..
remember ITIL is guidance a framework.. every company will work diffrent ways .. its not a rigid system.. people need to stop thinking ITIL is somehow applicable exactly from the text book. in reality its different most companys will use it as guidline and have their own way of doing things..

Not sure if you work at a company or consultant
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UKVIKING
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Fri Dec 16, 2011 9:26 am

Abu

I am quite well aware that ITIL is a set of best practice

And as a set of best practice - it can be used or not used

Having said that, ITIL BP notes that it is BAD PRACTICE to have the Incident manager also be the Problem Manager as they have conflicting goals

As for whether I am a conslutant or if i work at a company, what is the point of that

I have been doing IT SM for the past 11 years now
I have used / certificated in ITIL since 2001
I have the V2 Service Manager Certificate - as stated in my signature
I have been doing Service Operations since the late 80s

So I gues the answer is yes

While I do recognize that in small companies, the IM and PM roles are shared by one person - because of the size of the company; this does not mean it is good or best practice.

Which is the POINT I am trying to make

So the fact that you do both in the current role you are in .. is a non issue; and may be a benefit to the company. But the goals are completely different.

If you can deal with that and your company can as well. That is good

Some companys cant as well as some people cant

Kudos on you
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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abu1
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Fri Dec 16, 2011 10:16 am

fair enough all i wanted to say was in smaller organisations roles are merged.
It can work as long as you know there is a difference and they are two different roles .
Reason for asking weather you work or train is the fact sometimes trainers are not used to work environment. they see text book stuff which in reality is different..

But yes they are two different roles..
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UKVIKING
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Fri Dec 16, 2011 11:45 am

Abu

You have seen my posts before since oct 2011

Why would you think i am a training and not a practitioner

My signature surely says it all
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Fri Dec 16, 2011 1:17 pm

Yes. I think it is fair to say that John is well known as a practitioner of evil laughter.
"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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