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Posted: Thu Feb 07, 2008 1:16 am Post subject: Proactive Problems
Hi guys,
Let me cut directly to the questions:
How do you define a proactive problem?
When do you create a proactive problem record?
Is there a "guideline" for when/how you go about proactive problems?
straight from the blue book (ITIL V 2)
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6.8 Proactive Problem Management
[...]
Proactive Problem Management activities are concerned with identifying and resolving Problems and Known errors before Incidents occur, thus minimising the adverse impact on the service and business-related costs.
[...]
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is the "before" that makes the difference. Instead waiting for an incident to happen to start investigating a problem you work on a problem to avoid possible incidents in the near future.
Being very rough is like going to the gas station when the tank is getting empty instead waiting the car engine shouts down because the tank IS empty. How to do this? You should monitor you gas consummation...
Joined: Jan 03, 2007 Posts: 189 Location: Redmond, WA
Posted: Thu Feb 07, 2008 10:19 am Post subject:
Another way to identify Problems proactively is to identify the failed components discovered in other Problems and Incidents and see if any other Services are reliant on identical components.
If you have discovered that a certain model/brand of hard drive is notorious for failing, then be proactive and open a Problem ticket to remove all of that model/brand from the environment.
Last edited by dboylan on Fri Feb 08, 2008 3:43 am; edited 1 time in total
It might be interesting to add a this as an extra field in the problem record so you can query the information in the future again.
I never set our procedures to record the difference between reactive and proactive problems. We used problem management in the R&D (and support) organization. Based on the weak area's in the software, problems were registered.
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