Posted: Tue Feb 19, 2008 1:54 am Post subject: Relaunch PROB
we have rolled out PROB last year. But it seems that the process itself is not accepted by the users for several reasons like:
- they dont see the benefit
- they have no time to use it and see it as redtape
- they do it already on the fly (analyzing INC tickets and creating RfCs)
is there any standard approach how to relaunch the process in terms of actions I can take in order to make it more beneficial?
The process it self is already pretty lean. We have also the necessary tools available.
Maybe somebody has a document I can read which provides me with some additional ideas?
For me I have identified to take the following actions:
- process marketing / user awareness
- CIP and process reviews
I know the question is very general but maybe somebody found some interessting documents on the web related to that topic worth scanning through ...
Joined: Aug 11, 2006 Posts: 262 Location: Netherlands
Posted: Tue Feb 19, 2008 8:20 am Post subject:
In terms of training, you might want to check for 'ATS' (Analytical Trouble Shooting'). Where ITIL-Problem mgt tells you what to do, ATS tells you HOW to do it. If you google on ATS and Keppner & Tregoe you should find them.
Have you already started reporting (weekly or monthly)? By making a simple yet usefull report and sending this to management, you will improve the chance that you get management support.
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