Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: CLinton
New Today: 22
New Yesterday: 42
Overall: 148208

People Online:
Visitors: 55
Members: 1
Total: 56 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Problem involvement in Incidents
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Problem involvement in Incidents

 
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message
Mike47
Newbie
Newbie


Joined: Dec 09, 2011
Posts: 1

PostPosted: Fri Dec 09, 2011 6:59 pm    Post subject: Problem involvement in Incidents Reply with quote

Thoughts on whether Problem Managers should get involved and participate on Incident calls that are working twords remediating on active Incident?
Back to top
View user's profile
Diarmid
Senior Itiler


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

PostPosted: Fri Dec 09, 2011 8:00 pm    Post subject: Reply with quote

This is not a logical idea.

However I suspect that you may mean something entirely different, possibly one of the two following things:

1. you have skilled technical staff dedicated to problem managment and you wonder about the possibility of using their skills and experience to aid the resolution of an incident. This can, and in some cases ought to be done, but it is not involving problem managmeent in the incident; it is using resources normally allocated to problem management, in incident resolution.

2. you want to use investigative tecniques, normally associated with problem management in some people's minds, to help understand an incident sufficiently to resolve it. That does not make it problem management either.

It is not what you do or how you do it that differentiates, it is why you do it and how you manage it. an incident is driven by the imperative of returning to normal service. A problem is driven by the imeprative of future prevention.
_________________
"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
Back to top
View user's profile Send e-mail
abu1
Itiler


Joined: Oct 26, 2011
Posts: 30

PostPosted: Fri Dec 16, 2011 12:06 am    Post subject: Reply with quote

I work as a incident and problem manager.. So i do get involved in incident managing reviewing and overview.. ?check weather they are updated, logged/closed using correct categories. any improvments required on the servide desk software etc...
More and more jobs are now like this incident and problem combined..
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Fri Dec 16, 2011 1:43 am    Post subject: Reply with quote

Abu1

this is one of the ONLY explicit statements in the ITIL volumes that should not happen

The IM mgr and the PM mgr have different goals; there fore the role should nto be doen by the same person because of the different goals of the two processes

Unless the company is so small,
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
abu1
Itiler


Joined: Oct 26, 2011
Posts: 30

PostPosted: Fri Dec 16, 2011 11:51 pm    Post subject: Reply with quote

UKVIKING wrote:
Abu1

this is one of the ONLY explicit statements in the ITIL volumes that should not happen

The IM mgr and the PM mgr have different goals; there fore the role should nto be doen by the same person because of the different goals of the two processes

Unless the company is so small,


In a small company this happens alot.. roles get combined..
remember ITIL is guidance a framework.. every company will work diffrent ways .. its not a rigid system.. people need to stop thinking ITIL is somehow applicable exactly from the text book. in reality its different most companys will use it as guidline and have their own way of doing things..

Not sure if you work at a company or consultant
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Sat Dec 17, 2011 12:26 am    Post subject: Reply with quote

Abu

I am quite well aware that ITIL is a set of best practice

And as a set of best practice - it can be used or not used

Having said that, ITIL BP notes that it is BAD PRACTICE to have the Incident manager also be the Problem Manager as they have conflicting goals

As for whether I am a conslutant or if i work at a company, what is the point of that

I have been doing IT SM for the past 11 years now
I have used / certificated in ITIL since 2001
I have the V2 Service Manager Certificate - as stated in my signature
I have been doing Service Operations since the late 80s

So I gues the answer is yes

While I do recognize that in small companies, the IM and PM roles are shared by one person - because of the size of the company; this does not mean it is good or best practice.

Which is the POINT I am trying to make

So the fact that you do both in the current role you are in .. is a non issue; and may be a benefit to the company. But the goals are completely different.

If you can deal with that and your company can as well. That is good

Some companys cant as well as some people cant

Kudos on you
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
abu1
Itiler


Joined: Oct 26, 2011
Posts: 30

PostPosted: Sat Dec 17, 2011 1:16 am    Post subject: Reply with quote

fair enough all i wanted to say was in smaller organisations roles are merged.
It can work as long as you know there is a difference and they are two different roles .
Reason for asking weather you work or train is the fact sometimes trainers are not used to work environment. they see text book stuff which in reality is different..

But yes they are two different roles..
Back to top
View user's profile
UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Sat Dec 17, 2011 2:45 am    Post subject: Reply with quote

Abu

You have seen my posts before since oct 2011

Why would you think i am a training and not a practitioner

My signature surely says it all
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Diarmid
Senior Itiler


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

PostPosted: Sat Dec 17, 2011 4:17 am    Post subject: Reply with quote

Yes. I think it is fair to say that John is well known as a practitioner of evil laughter.
_________________
"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
Back to top
View user's profile Send e-mail
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.