Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.
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.
Search
Languages
Select Interface Language:
Advertising
Please contact us via the feedback page to discuss advertising rates.
The Itil Community Forum: Forums
ITIL :: View topic - Defining a problem management process
Posted: Thu Aug 16, 2012 6:53 am Post subject: Defining a problem management process
Hi all
I am a developer and I have been charged with coming up with a problem management process in our organisation (We develop software).
I have no ITIL experience but I am reading the fundamentals and I am working with ITIL-certified people. How should I start with defining this process?
Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
Posted: Thu Aug 16, 2012 8:57 pm Post subject:
Start by identifying objectives (including scope) of the process in the context of your organization.
Or to put it another way, ask those who gave you the task to explain what they want the process to do. This will include defining what constitutes a problem in your organization.
The ITIL guidance relates to IT service management and this is quite a different activity from software development. _________________ "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
Joined: Sep 16, 2006 Posts: 3590 Location: London, UK
Posted: Fri Sep 21, 2012 5:51 pm Post subject:
GSS1
As both Boydness and Diarmid have pointed out, this aint easy
I too will chime in here
1 - Why you ? Why are you being asked to put in a PM process - which is sort of IT SM / ITIL not SDLC instead of the ITIL Certified folk. Why are they not the drivers for this and your team are involved. Does the company not understand what PM is
As ITSM / ITIL PM is finding the root cause of service impacting incidents - esepcially if the R.C is unknown as well as providing a solution, how does this fit with the S/W Team
Do you a) develop custom application and support the developed applications until the application has cease viability b) support the developed applicationa and develop bug fixes and releases c) something else
PM for S/W is bug fix basically
Investigating application faults and writing a solution and then .... _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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