Information for populating a Problem

[vanroygm]

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?

[Evolution]

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

Problem Description

Impact and Scope

Priority

Problem Owner

Workaround (if available)

Rootcause (If identified)

Permanent Fix (If identified)

Last updated (date/time)

Last update

Closed Date
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Hope this helps

Cheers

[Timo]

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.

Michael

[jpgilles]

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

br
JP
_________________
JP Gilles

[UKVIKING]

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