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ITIL :: View topic - notes regarding security issues and Problem Management
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notes regarding security issues and Problem Management

 
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Adela
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Joined: Aug 08, 2011
Posts: 3
Location: Slovakia

PostPosted: Mon Aug 08, 2011 5:10 pm    Post subject: notes regarding security issues and Problem Management Reply with quote

Hello All,

As a great news, we receive problem tickets with list of SAP notes regarding some security issues. Our task is just to check it, and inform back. Is it really necessary to open problem for this? From my point of view, no. I would rather send an email, but they want to have it somehow "documented". Could be the solution open an incident instead of problem?

Thanx
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3296
Location: London, UK

PostPosted: Mon Aug 08, 2011 5:26 pm    Post subject: Reply with quote

In accordance with the guidelines from ITIL

These should be raised as incidents
if the PM process has been defined as what would constitute a problem, a candidate for problem management and the process for accepting a new problem, then the SD manager or whomever can always submit incidents to PM as a problem candidate but thatdoes not mean it will be accepted
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Adela
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Location: Slovakia

PostPosted: Mon Aug 08, 2011 5:32 pm    Post subject: Reply with quote

Thank you very much for your fast reply, so I will push on them to open incidents. Smile
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3296
Location: London, UK

PostPosted: Mon Aug 08, 2011 8:06 pm    Post subject: Reply with quote

They should be incidents and then assigned to the appropriate resolver group

It also depends on the definition of what is Problem Mgmt within your organization

if PM is a fancy term for the resolution group for incidents, then you are stuck
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Adela
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Joined: Aug 08, 2011
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Location: Slovakia

PostPosted: Mon Aug 08, 2011 8:51 pm    Post subject: Reply with quote

Thanx again. I hope it is not just a fancy term:) until now, we were acting according ITIL, so that's why I was surprised, when I saw such a not standard solution. I am trying to explain them, that Problem management is not documentation tool, so I hope I will be successful.
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