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ITIL :: View topic - Problem Statement to Senior Managment
Posted: Mon Mar 17, 2008 11:45 pm Post subject: Problem Statement to Senior Managment
As Senior Managment or the Customer don't view the Problem Case, I was wondering what should be included in such a report to summarise the events and future actions.
I think you nailed it already - what you produce is "a report to summarise the events and future actions".
Do you say Billy Smith brought the system down because internal controls gave an intern the same access rights as a super user, and now Billy has been sacked?
No, you say this was down to human error and limitations identified within the access control process. The correct process has been reiterated to all staff and appropriate actions taken with specific individuals, and a formal reveiw of the access control procedures and priviledge classes has been kicked off. etc etc.
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