Problem Management & Action Items

Discussion on issues related directly or largely to ITIL problem management.
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Joined: Fri Feb 23, 2018 7:00 pm

Sat Feb 24, 2018 6:13 pm

Hi All ,

First of all I thank John Hardesty for many advices in the past. I have been Major incident Manager for 2 hours now.
I have been recently proposed by senior management that I will be taking over problem management Lead .
Currently, problem management is one of the biggest challenge in our projects as there are too many deliverables and long pending problem tickets( 1 year old also ).
I have two queries ....

1. There was an incident 3 months back for which a problem ticket was opened. As a part of corrective actions, we need to do a change . But the change cannot go until July 2018. Is it logical to keep the problem ticket open or I can create a change and submit it for approval so that my aging problem can be closed ?

2. What is the best and effective way to write a PMIR (PM investigation report)

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