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ITIL :: View topic - Repeat Problems
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Repeat Problems

 
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Liono
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Joined: Jan 05, 2008
Posts: 12

PostPosted: Fri Apr 04, 2008 10:07 pm    Post subject: Repeat Problems Reply with quote

Has anyone ensured a formal process of identifying, communicating and resolving ‘known and repeat problems?
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Mark-OLoughlin
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Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Fri Apr 04, 2008 10:26 pm    Post subject: Reply with quote

Hi,

that should be part of your problem management process!!

Any reason why you focus on "known and repeat problems"

Key thing is information and being able to first of all report on what are your known problems so you can do something about them and also the ability to trend problems to see what are the repeat problems and using RCA to determine what can be done to resolve them.
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Mon Apr 07, 2008 8:43 pm    Post subject: Reply with quote

Hi,

strictly speaking you should not get repeat problems. That would mean that you thought you had resolved a problem (fully tested kind of "thought") and then discovered there were more incidents to resolve. This is a breakdown in your problem management process.

What you will expect is repeat incidents related to a problem which has not yet been resolved. This is where "known problems" (or known errors) comes into play. If this is what you meant, then Problem Management is the process by which repeat incidents (among other things) are tackled to resolution.

If in fact you want to do something about repeat problems then you need to review your problem management process(es). Process review or process improvement, would the formal process for doing this.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Mark-OLoughlin
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Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Mon Apr 07, 2008 8:57 pm    Post subject: Reply with quote

Hi,

from experience I have seen repeat problems. Issie is generally down to the resolution to fix the problem didn't actually fix the problem and hence the repeat problem.

Repeat incidents are generally what you get though.
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Mark O'Loughlin
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