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ITIL :: View topic - Problem Management Service Improvement Programme
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Problem Management Service Improvement Programme
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itilised
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Joined: Jan 25, 2009
Posts: 3

PostPosted: Mon Jan 26, 2009 2:52 am    Post subject: Problem Management Service Improvement Programme Reply with quote

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
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Mon Jan 26, 2009 3:21 am    Post subject: Reply with quote

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
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Jan 28, 2009 8:47 pm    Post subject: Reply with quote

I can do that.
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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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BorisBear
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Joined: Mar 10, 2008
Posts: 403
Location: Sunderland

PostPosted: Wed Feb 11, 2009 1:04 am    Post subject: Reply with quote

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.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Wed Feb 11, 2009 1:26 am    Post subject: Reply with quote

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.
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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BorisBear
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Joined: Mar 10, 2008
Posts: 403
Location: Sunderland

PostPosted: Wed Feb 11, 2009 1:28 am    Post subject: Reply with quote

Its quite a hike for Diarmid to travel from The Potteries to the north east of the UK Very Happy
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Wed Feb 11, 2009 2:01 am    Post subject: Reply with quote

is my geography wrong

Newcastle is north and east of London iddidn't
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Feb 11, 2009 2:22 am    Post subject: Reply with quote

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.
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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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UKVIKING
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Joined: Sep 16, 2006
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Location: London, UK

PostPosted: Wed Feb 11, 2009 8:50 am    Post subject: Reply with quote

Well I am a change manager not a geographical manager
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Feb 11, 2009 11:29 pm    Post subject: Reply with quote

Can't be much of a Viking then.
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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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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Thu Feb 12, 2009 12:10 am    Post subject: Reply with quote

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
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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DYbeach
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Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia

PostPosted: Thu Feb 12, 2009 9:13 am    Post subject: Reply with quote

UKVIKING wrote:


we come from the land of ice and snow


Doesn't that make you an immigrant?
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DYbeach
ITIL V3 Release, Control & Validation,
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"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Thu Feb 12, 2009 6:21 pm    Post subject: Reply with quote

Yep

And there is a song and video as well

Joel Veitch cats
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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DYbeach
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Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia

PostPosted: Fri Feb 13, 2009 9:29 am    Post subject: Reply with quote

thank you sooooo much! Nearly fell out of my chair
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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
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UKVIKING
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Location: London, UK

PostPosted: Fri Feb 13, 2009 5:05 pm    Post subject: Reply with quote

Glad you liked it.
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John Hardesty
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