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ITIL :: View topic - Problem Management Implementation
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Problem Management Implementation

 
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vng8
Newbie
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Joined: Jul 09, 2009
Posts: 1

PostPosted: Thu Jul 09, 2009 7:38 pm    Post subject: Problem Management Implementation Reply with quote

Hi,

we are trying to implement Problem Management in our Organization, Incident Management is already in place.

Can someone provide me tips and documents for the same?

My email adres is vikash.narain@gmail.com

Thanks
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Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Jul 09, 2009 8:01 pm    Post subject: Reply with quote

Vikash,

Why not put your email in your profile?

How to implement problem management? There are two answers: the one below and the one that depends on knowing your requirements. Detailed answers that do not relate to your specific requirements may lead to poor design on your part.
answer 1:

0. make sure that you understand what good practice in Problem Management is all about. Use ITIL and ISO20000 to help.
1. define policy, scope and objectives
2. expand these into functional requirements.
3. derive resource requirements (including staff/skills, procedures and software.
4. determine performance measures
5. define review and audit requirements.
6. design necessary procedures, recruit and train necessary staff, procure/design and develop/configure (as appropriate) necessary software.
7. plan implementation.

Warnings:

1. do not use other peoples sample documents unless you can determine that they will meet your requirements.
2. ditto specific tips and advice.
_________________
"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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