Problem Management Service Improvement Programme

itilised · Newbie Joined: Jan 25, 2009 Posts: 3

Hi all

Is there any one out there who has developed a SIP/CSIP for Problem Management ? Or even just knocked Problem Management into shape?

I have been asked to "sort out problem management" within my organisation.

Appreciate that it really depends on each organisation as to what needs "sorting out" however I'd be grateful for any ideas/similar work that any one out there has undertaken to improve the effectiveness of this process.

Cheers

UKVIKING · Posted: Mon Jan 26, 2009 3:21 am Post subject:

so you are looking for some one do give you information that is the bread and butter of any consultant for free as you have been given a job you cant do
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

Diarmid · Posted: Wed Jan 28, 2009 8:47 pm Post subject:

I can do that.
_________________
"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

BorisBear · Posted: Wed Feb 11, 2009 1:04 am Post subject:

Skipping over some of the obvious areas fr improvement I would urge you to look at some of the Availability Management techniques out there (e.g. Fault Tree Analysis, Technical Observation Post, Service Outage Analysis).
Using some different techniques to achieve the aims of problem management would help to freshen things up and build on what you already have.

UKVIKING · Posted: Wed Feb 11, 2009 1:26 am Post subject:

I have yet to tackle PM; but... looking at IM usually helps

Also, if you are in the NorthEast UK, Diarmid would be able to help you out (job wise). PLUG for DIARMID

I would look to see how the IM deals with problem (ITIL defined) and the incidents (ITIL Defined)

Once that is understood... I would determine whether PM (ITIL) is understood by management as long term solutions not quick fixes as PM is concerned w/root cause not restoring service

then I would look to the teams doing the work (IM) and the work (PM like) and whether they have the skills.
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

BorisBear · Posted: Wed Feb 11, 2009 1:28 am Post subject:

Its quite a hike for Diarmid to travel from The Potteries to the north east of the UK Very Happy

UKVIKING · Posted: Wed Feb 11, 2009 2:01 am Post subject:

is my geography wrong

Newcastle is north and east of London iddidn't
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

Diarmid · Posted: Wed Feb 11, 2009 2:22 am Post subject:

Ah John.

Read the small print. -under-Lyme not -upon-Tyne.

I'm well south of Manchester.

Also, given that Edinburgh is west of Bristol, I doubt very much if Geordieland is east of London.
_________________
"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

UKVIKING · Posted: Wed Feb 11, 2009 8:50 am Post subject:

Well I am a change manager not a geographical manager
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

Diarmid · Posted: Wed Feb 11, 2009 11:29 pm Post subject:

Can't be much of a Viking then.
_________________
"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

UKVIKING · Posted: Thu Feb 12, 2009 12:10 am Post subject:

Hey, I can find my way in boat in the sea or on river
come ashore and hack my way through a town

but remember I leave the map drawning to configuration managers

...

we come from the land of ice and snow
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

DYbeach · Posted: Thu Feb 12, 2009 9:13 am Post subject:

UKVIKING · Posted: Thu Feb 12, 2009 6:21 pm Post subject:

Yep

And there is a song and video as well

Joel Veitch cats
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

DYbeach · Posted: Fri Feb 13, 2009 9:29 am Post subject:

thank you sooooo much! Nearly fell out of my chair
_________________
DYbeach
ITIL V3 Release, Control & Validation,
ITIL V3 Operation SUpport & Analysis
PMI CAPM (R)

"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell

UKVIKING · Posted: Fri Feb 13, 2009 5:05 pm Post subject:

Glad you liked it.
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter


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