Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: Deltaribtpa
New Today: 5
New Yesterday: 70
Overall: 230462

People Online:
Visitors: 92
Members: 1
Total: 93 .



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Information for populating a Problem
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Information for populating a Problem

Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message

Joined: May 10, 2007
Posts: 6

PostPosted: Fri Nov 02, 2007 5:27 am    Post subject: Information for populating a Problem Reply with quote

We are looking to identify what appropriately should be captured in our Problem tool. Our current tool mirrors what is captured in the Incident side. Would anyone be willing to share what types of fields they have in their Problem Management Tools?
Back to top
View user's profile

Joined: Apr 04, 2007
Posts: 2

PostPosted: Fri Nov 09, 2007 1:02 pm    Post subject: Information for populating a Problem Reply with quote

A few fields that I can think of from the top of my head are:
Date Created

Problem Description

Impact and Scope


Problem Owner

Workaround (if available)

Rootcause (If identified)

Permanent Fix (If identified)

Last updated (date/time)

Last update

Closed Date

Hope this helps

Back to top
View user's profile
Senior Itiler

Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Tue Nov 20, 2007 3:10 am    Post subject: Reply with quote

Try and look at it from the perspective of the stakeholders of the Problem tool and what information will each one require.

For example, Service Desk, Tier 2 or 3 specialists, management and customers will all have different requirements and use for information included with the tool. Ask your stakeholders what they need.

This is how I would approach it.

Back to top
View user's profile
Senior Itiler

Joined: Mar 29, 2007
Posts: 123
Location: FRance

PostPosted: Wed Nov 21, 2007 11:24 pm    Post subject: Reply with quote

I would also add:
* RFC submitted
* Change implemented
* Problem solved

JP Gilles
Back to top
View user's profile Send e-mail
Senior Itiler

Joined: Sep 16, 2006
Posts: 3595
Location: London, UK

PostPosted: Thu Nov 22, 2007 12:15 am    Post subject: Reply with quote

Since Problem Mgmt needs Incident Mgmt, at least the details of the Incident(s)

Since Problem Mgmt may result in a change, there should be references to change requests

Since Problem mgmt needs the cmdb (or what you have that equates), then the PM needs references to that

Since PM staff may use Knowledge base tools or update the Known Error DB, then the tool should have the ability to link or reference those tools

Does the tool track the amount of time an engineer works on a specific problem or does the engineer merely put in (estimates) how much time was spent on the problem. If so, then the Problem record shoudl track total amount of time spent.

This should be against some sort of guidelines that Problem mgrs would use to see if some problems are merely eating up valuable time with no solution.

The priority and urgency for the problem records should be against the above stat - which will be completely different fromn incidents.
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.