Posted: Thu Mar 18, 2010 2:51 am Post subject: Problem identification
According to my understanding, once scenario of problem mangement is, If a same incident is repeated again and again then it will come under problem management.
But if a same incident is repeated for different customer, will that come into problem mangement?
Posted: Thu Mar 18, 2010 5:10 am Post subject: Problem identification
Good question. From a purist point of view, yes we should have problem management in the way uou have mentioned. However, you have answered the question yourself. You mentioned and I quote " According to my understanding, once scenario of problem mangement is, If a same incident is repeated again and again then it will come under problem management"
The answer is that the incident logging shouln't be done on the user who calls up but the CIs which bcome faulty on a recuring basis. ITIL don't put a governance on such issues and its wrong to have a parent (user)problem associated with . This is used as a call reduction exercise in many areas now/ _________________ regards,
"the only statistics you can trust are those you falsified yourself"
Joined: Sep 16, 2006 Posts: 3439 Location: London, UK
Posted: Thu Mar 18, 2010 7:11 pm Post subject:
If a incident repeats and the PM process deems it relevant for PM to find root cause... and they are working on the root cause / work around etc
it DOES not matter whether the incident is happening to one customer or 1 million customer. The PM does NOT look at this from a customer point of view but a incident point of view. The PM process works to find the solution / work around / root cause _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Joined: Mar 04, 2008 Posts: 1893 Location: Helensburgh
Posted: Thu Mar 18, 2010 7:59 pm Post subject:
...but a incident point of view.
Well, strictly, from a service quality point of view, irrespective of customer.
This is even true where the customer is the problem (I'm in an evil mood this morning - lost at chess last night)
The only complication that comes to mind is that for some types of problems (especially ones not related closely to your infrastructure) you might need separate solutions for different customers or your solution might seem like overkill for some customers but necessary for others.
Ach! That's too big a topic to get into now. _________________ "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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