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


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: JadaHock
New Today: 6
New Yesterday: 34
Overall: 231578

People Online:
Visitors: 134
Members: 0
Total: 134



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.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

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.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Researching considered problems
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Researching considered problems

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

Joined: Jan 21, 2010
Posts: 9

PostPosted: Sat Dec 22, 2012 1:24 am    Post subject: Researching considered problems Reply with quote


I have a general question. We have a new project that has come up and there are issues that are found by the business. Rather than logging these via the Service Desk, they hold onto them. Some of these errors are user errors where they keyed in the wrong information, others are actual system errors that need problem management to fix.

There is a significant number of these types of issues/discrepancies that the business finds. The business does not have access to the data files which means it falls into IT to figure out if these are legit or not. There are only 2 problem managers that would have to review over 500+ of these types of issues.

Our management believes these should go directly to Problem management to figure out. Our suggestion was these should be logged as incidents (because something looks wrong to the business). Through trending and actual problem management we can understand where most of these "research/issue" items manifest themselves.

My question, would these research items be analyzed in Problem management or prior? Would these be considered problems or can these go through Request Fulfillment/Incident management for more research prior to hitting Problem management.

Thank you.
Back to top
View user's profile

Joined: Feb 14, 2011
Posts: 36

PostPosted: Fri Jan 11, 2013 1:25 am    Post subject: Reply with quote

where is the project team - sounds like this should not have been signed off? were the issues known prior to release? Sounds like a real crappy handover
Back to top
View user's profile
Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Fri Jan 11, 2013 6:08 am    Post subject: Reply with quote

Problem management is usually associated once a project has gone live and is supported by the operations side

This is more as stated above about the management of the project -

Where are the team involved in the project delivery -
John Hardesty
ITSM Manager's Certificate (Red Badge)

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

Joined: Jan 09, 2013
Posts: 4

PostPosted: Fri Jan 11, 2013 11:18 am    Post subject: Reply with quote

The issues should have been researched during the course of the project. Was there any UAT before sign off? It doesn't sound like it if the business is only finding out about these issues once the project went live, or if there was it was seriously deficient.
Back to top
View user's profile
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

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.