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ITIL :: View topic - Problem Management Tool
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Problem Management Tool

 
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wolfhard
Itiler


Joined: Mar 14, 2005
Posts: 26
Location: Brussels, Belgium

PostPosted: Mon Sep 12, 2005 6:04 am    Post subject: Problem Management Tool Reply with quote

Ladies and Gentlemen,

what are the most important 3-5 features/functionalities that a Problem Management Tool needs to provide?

Kind regards
Wolfhard Aring
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H
Itiler


Joined: Oct 13, 2004
Posts: 22

PostPosted: Tue Sep 13, 2005 8:34 am    Post subject: Problem Management Reply with quote

Three vital ones
1. Open, and clearly log the problem
2. Classify the problem- priority and category
3. Ability to log the resolution

These are the basics for any tool. Add others per your requirements.

H.
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Leif
Newbie
Newbie


Joined: Mar 09, 2005
Posts: 12
Location: Sweden

PostPosted: Wed Sep 14, 2005 12:47 am    Post subject: Re: Problem Management Reply with quote

H wrote:
Three vital ones
1. Open, and clearly log the problem
2. Classify the problem- priority and category
3. Ability to log the resolution

These are the basics for any tool. Add others per your requirements.

H.


I'd like to add a close connection to the incident and change management databases.
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wolfhard
Itiler


Joined: Mar 14, 2005
Posts: 26
Location: Brussels, Belgium

PostPosted: Thu Sep 15, 2005 5:21 pm    Post subject: ticket (incident number) in problem management DB Reply with quote

Thanks for the replies.

Is it OK to record the incident numbers from the Incident Management Tool in the Problem Management Tool or should they be linked via a software interface?
SQL or XML or webservice ..??

Thanks
Wolfhard Aring
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Leif
Newbie
Newbie


Joined: Mar 09, 2005
Posts: 12
Location: Sweden

PostPosted: Thu Sep 15, 2005 6:36 pm    Post subject: Re: ticket (incident number) in problem management DB Reply with quote

wolfhard wrote:
Thanks for the replies.

Is it OK to record the incident numbers from the Incident Management Tool in the Problem Management Tool or should they be linked via a software interface?
SQL or XML or webservice ..??

Thanks
Wolfhard Aring


Hi Wolfhard,

I would strongly suggest you make the connection between the Incident and Problem Management tools automatic. I have seen systems relying on human interaction and it was not a pretty sight!
Pardon my ignorance regarding the actual interface, but I reckon any service capable of doing an automatic and preferably instant connection between the systems would be sufficient.

Thanks,

Leif
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javierarcal
Senior Itiler


Joined: May 27, 2005
Posts: 79
Location: Madrid-Spain

PostPosted: Sat Sep 17, 2005 12:45 am    Post subject: Connection between problem and incident management Reply with quote

Hi Leif/Wolfhard

From my point of view is desirable to have different identifiers for problems and incidents and also it should be stored in different tables.

I agree with Leif, it is very important to have a logical relationship between incidents and problems, it could be a DBlink between databases or between problem and incident table.

It is important because for e.g. when a problem with some incidents associated is closed, all incidents associated with this problem should be solved, if there is no relationship some times a problem could solved and it "relates" incidents could remain as open, this is very dangerous specially for Incident Management SLA compliance.

Best regards
Javier
ITIL-Consultant
Madrid-Spain
javier.arcal@gmail.com
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