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

Current Membership

Latest: AShivers
New Today: 16
New Yesterday: 81
Overall: 143435

People Online:
Visitors: 52
Members: 1
Total: 53 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

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.


The Itil Community Forum: Forums

ITIL :: View topic - What do you look for in a Problem Management Module?
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

What do you look for in a Problem Management Module?

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


Joined: Jan 23, 2008
Posts: 7

PostPosted: Thu Jan 24, 2008 7:12 am    Post subject: What do you look for in a Problem Management Module? Reply with quote

I am an intern at a mid-size to large business and we have been looking to purchase an application that will support Problem Management. We are in the process of buying from HP because we already have their Service Center suite, but what should be some of the criteria of a prospective module? Question
Back to top
View user's profile
Timo
Senior Itiler


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

PostPosted: Thu Jan 24, 2008 7:50 am    Post subject: Reply with quote

Well, the best I can provide is that you need to have the tool support your process. Do you have Problem Management process mapped out yet? If no, I suggest this is where you start. Technology should come last.

If you already have HP product for your service desk, the Problem module will include most of the features you will require out of the box, just like other major vendors. You will just need to configure policies. But for that you will again need to define and map out your process.

Sorry, this is probably not the answer you were looking for, but I would not even look at the tool, if I haven't had my process defined and mapped out.

Cheers,

Michael
Back to top
View user's profile
Mark-OLoughlin
Senior Itiler


Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Thu Jan 24, 2008 6:31 pm    Post subject: Reply with quote

All the above are good points. Also make sure that the module interacts seamlessy with the CMDB and that you can relate problem records to change requests, incidents and SR, ect. and that the tool can interact with these other modules i.e. setting a value in a problem record can say close all open and related SR's.
_________________
Mark O'Loughlin
ITSM / ITIL Consultant
Back to top
View user's profile
johnbriggs
Newbie
Newbie


Joined: Jan 24, 2008
Posts: 2
Location: Atlanta, GA

PostPosted: Sat Feb 02, 2008 6:05 am    Post subject: Reply with quote

When trying to decide what tool to use:

PROCESS BEFORE TOOL, IS ALWAYS THE RULE

Meaning, like Timo said, you want to build out your process and have your tool support it.

Thanks,

John
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 http://www.nukecops.com

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.