Selling problem management

Discussion on issues related directly or largely to ITIL problem management.
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Posts: 4
Joined: Sun Jan 24, 2010 7:00 pm

Mon Jan 12, 2015 5:50 pm

I have a difficult task infront of me, I need to get Problem management implemented in a global organisation that dont have that great of knowledge about ITIL.

Management is on-bord with the implementation, the platform part is out sourced and there are no issues there, but how do you get technicians to change there way of working.
One question that I need to be prepared for is 'why should I change the way I have been working for the last 10 years?"

How have you done this in your organisations?

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Posts: 27
Joined: Sun Apr 27, 2014 8:00 pm

Thu Feb 05, 2015 8:44 am

Why would you need to 'sell' it to technicians?

Problem Management is about getting to the root cause of issues, technicians should recognise that.
The solution to your problem should be simple, Problem Management (done correctly) reduces incidents and increases availability of key systems for the business.
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Senior Itiler
Senior Itiler
Posts: 59
Joined: Thu Jun 04, 2015 8:00 pm
Location: Hyderabad ,India

Sat Jun 06, 2015 1:56 am


I guess you yourself are not completely convinced with PM process

What you are trying to achieve here is to reduce there burden by getting a permanent fix for their recurring issues . You are trying to be proactive to avoid a major outage . Engineers will easily understand the outcome if you explain this .

All the best
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