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ITIL :: View topic - Changes for problems
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Changes for problems

 
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nzmoko
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Joined: Aug 29, 2008
Posts: 17

PostPosted: Wed Apr 08, 2009 8:59 am    Post subject: Changes for problems Reply with quote

Is it feasible to create a change for a problem to perform a peice of work to investigate the root cause?

Example, Ops team need a change to enable monitoring on a server to perform RC investigation.

I ask because our tool only allows problem managers to create a change from a known error, not a problem. Can't be right, can it?
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Apr 08, 2009 5:53 pm    Post subject: Re: Changes for problems Reply with quote

nzmoko wrote:
I ask because our tool only allows problem managers to create a change from a known error, not a problem. Can't be right, can it?


What a strange idea. How does your software know that a RFC is coming from a Problem Manager?

Surely you are trying to generate the change via the problem management process instead of just trying to generate an RFC?

Get control of your software! Quickly, before it mangles your entire service.
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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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entivo
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PostPosted: Wed Apr 08, 2009 6:02 pm    Post subject: Reply with quote

Absolutely agree with Diarmid.

Do not fall into the trap of letting the software tool dictate the way you work and the way you implement ITIL in your organization.

You should be able to generate changes as part of "business as usual" and not just from a problem (or any other) record.

In your case, whoever is responsible for that server may need to create a change to modify the server (if your change matrix specifies that that sort of modification requires a change order to be raised).

When whoever it is identifies a root cause and a permanent fix, they can raise a further change (maybe triggered from the problem record) to implement the fix.
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nzmoko
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PostPosted: Tue Apr 14, 2009 12:19 pm    Post subject: Re: Changes for problems Reply with quote

Diarmid wrote:


What a strange idea. How does your software know that a RFC is coming from a Problem Manager?

Surely you are trying to generate the change via the problem management process instead of just trying to generate an RFC?


That's exactly how it should work - a change needs to be created and we do it within the tool. Unfortunately, it's not possible to create a change from a problem (only a KE). I have since found out that "this was the business process that was decided". Before my time so I am trying to have it changed...
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DYbeach
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Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia

PostPosted: Tue Apr 14, 2009 4:25 pm    Post subject: Reply with quote

what does the supplier say? Or do you have to grease their palm with silver before they speak?
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Diarmid
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Joined: Mar 04, 2008
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PostPosted: Tue Apr 14, 2009 6:24 pm    Post subject: Re: Changes for problems Reply with quote

nzmoko wrote:
Unfortunately, it's not possible to create a change from a problem (only a KE). I have since found out that "this was the business process that was decided". Before my time so I am trying to have it changed...


What about changes that are not related to known errors such as new functionality? Why can't your problem manager use that route? You don't need to create this kind of change from the problem. It is not related to the problem per se, only to the requirement for monitoring facilities used to analyse the problem.
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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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nzmoko
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PostPosted: Fri May 01, 2009 9:51 am    Post subject: Sorted Reply with quote

Thanks for the replies.

Our PM's now have access to create standalone changes and we are working on an enhancement to our tool so we can create changes from problems and known errors (within the tool). Very Happy
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