Researching considered problems

Discussion on issues related directly or largely to ITIL problem management.
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Posts: 9
Joined: Wed Jan 20, 2010 7:00 pm

Fri Dec 21, 2012 10:24 am


I have a general question. We have a new project that has come up and there are issues that are found by the business. Rather than logging these via the Service Desk, they hold onto them. Some of these errors are user errors where they keyed in the wrong information, others are actual system errors that need problem management to fix.

There is a significant number of these types of issues/discrepancies that the business finds. The business does not have access to the data files which means it falls into IT to figure out if these are legit or not. There are only 2 problem managers that would have to review over 500+ of these types of issues.

Our management believes these should go directly to Problem management to figure out. Our suggestion was these should be logged as incidents (because something looks wrong to the business). Through trending and actual problem management we can understand where most of these "research/issue" items manifest themselves.

My question, would these research items be analyzed in Problem management or prior? Would these be considered problems or can these go through Request Fulfillment/Incident management for more research prior to hitting Problem management.

Thank you.

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Senior Itiler
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Thu Jan 10, 2013 10:25 am

where is the project team - sounds like this should not have been signed off? were the issues known prior to release? Sounds like a real crappy handover
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ITIL Expert
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Location: London, UK

Thu Jan 10, 2013 3:08 pm

Problem management is usually associated once a project has gone live and is supported by the operations side

This is more as stated above about the management of the project -

Where are the team involved in the project delivery -
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Joined: Tue Jan 08, 2013 7:00 pm

Thu Jan 10, 2013 8:18 pm

The issues should have been researched during the course of the project. Was there any UAT before sign off? It doesn't sound like it if the business is only finding out about these issues once the project went live, or if there was it was seriously deficient.
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