Problems vs. Incidents

[Guest]

Hutch
My responses (Guest2) were directed at the statements made by Guest1:
"I truly believe that the manual, human-based, and slow tasks of many of the incident and problem management tasks will be completely computer automated - including the actually root cause analysis"

[samir_doley]

Azard is bang on target. I think we need to go back to basics...at least to read properly what ITIL says...it has proved itself over the years. A few observation:

1. Incident never becomes a problem. Incident reamins an incident till closure. Problem remains a problem till closure..except they have a one to many relation.

2. When too many incidents of a similar kind occur we infer that there must be some problem hence need to investigate...how...open problem ticket & go through Problem management process.

3. Nothing called traditional ITIL: ITIL is a set of best practices...it doesnt say you have to do something or else you are dead.. You can adopt and customize them.

4. Proactive Problem management is there in ITIL: You need high operational maturity to benefit from it. better understand your capabilities and then implement.

5. Tools: Yes make effective use of tools..thats what ITIL says...but with the kind of investment tool requires..better be sure to use it properly or it gets complicated

6. About the roles: PM & IM should be separate roles...doesnt mean 2 persons..i person can undertake two roles..but not suggested as they conflict as suggested by Azard.

Suggest not to underestimate the ITIL book... !

Samir, ITSM

[Naseeb]

This is just a Wonderful thread where in many of us wouldnt be able to Exactly differentiate b/n Incident and Problem.

IM and PM seperated by a very thin string.As Azard rightly put it across IM Manager and Problem Manager roles should be very well established in any company.

[Brian1]

Hi Everyone, just adding my two cents worth here. Big Al, ITIL is a framework and each process is a set of best practices that you should tailor to your organization based on its industry, culture, process maturity and business goals. To give you an example, the organization I work for is privately held. If the one computer was a facility person then likely we would manage it with incidents and that would be the end of it. ONLY if the same person on the same computer called in a number of times a problem ticket be raised. Now take the same situation and this tiem the person is the owner, a problem ticket would have been opened on the first incident and likely an RFC raised to replace the system if it happened a second time. Now this is extreme and my point is this, ITIL has nothing to do with "when" you do something, it tells you how to do it when you need to do it.

Hope this helps.
Brian