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ITIL :: View topic - Implementation of Problem Management to the NON IT areas
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Implementation of Problem Management to the NON IT areas

 
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smehdi
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Joined: Dec 09, 2009
Posts: 16

PostPosted: Wed Jul 27, 2011 2:26 pm    Post subject: Implementation of Problem Management to the NON IT areas Reply with quote

Hi All,

My company is planning to implement Problem Management to the non IT world. However the Non IT world is not familar about the ITIL and Problem Management Process. As a result we have changed the name of the Problem management process to Continual Service Improvement. Please provide your inputs if anyone has also extended the scope of Problem Managent to other Non IT areas and the challenges faced.
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Jul 28, 2011 11:26 pm    Post subject: Reply with quote

If you are going to call Problem Management "continual service improvement" what are you going to call Continual Service Improvement?

CSI should not be waiting for problems in order to work on improvements.

I don't understand why your "non IT world" needs to be familiar with ITIL.

Why not just develop your problem management policies, objectives and procedures etc. to suit your circumstances? just like you should do also within the IT world.

ITIL is guidance only. And it is guidance about what to put in procedures, not about how to perform those procedures. Anyone who develops a process that relies on peoples knowledge of ITIL when they carry out parts of that procedure, is only half developing those procedures.

The challenge you face is nothing to do with ITIL. It is to do with understanding what your "non IT world" requires of Problem Management.
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vikashnarain
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Joined: Jan 31, 2012
Posts: 1

PostPosted: Thu Feb 02, 2012 4:00 am    Post subject: hey Reply with quote

I agree ITIL is guidance only wherein you can do mdifications as per your requirements. Problem Management is not Continual Service Improvement. But yes if Problem Management is implemented correctly and if operations is going on good then we are striving to Continual Service Improvement. CSI is improving our service by creating lessons learnt from issues and problems and not performing it again, and performing further changes for betterment.

Regards,
Vikash

Diarmid wrote:
If you are going to call Problem Management "continual service improvement" what are you going to call Continual Service Improvement?

CSI should not be waiting for problems in order to work on improvements.

I don't understand why your "non IT world" needs to be familiar with ITIL.

Why not just develop your problem management policies, objectives and procedures etc. to suit your circumstances? just like you should do also within the IT world.

ITIL is guidance only. And it is guidance about what to put in procedures, not about how to perform those procedures. Anyone who develops a process that relies on peoples knowledge of ITIL when they carry out parts of that procedure, is only half developing those procedures.

The challenge you face is nothing to do with ITIL. It is to do with understanding what your "non IT world" requires of Problem Management.
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