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

Current Membership

Latest: melisaok3
New Today: 51
New Yesterday: 48
Overall: 174135

People Online:
Visitors: 49
Members: 0
Total: 49

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

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 Management MTTR "Targets"?
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Problem Management MTTR "Targets"?

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

Joined: Aug 02, 2012
Posts: 12

PostPosted: Tue Jun 11, 2013 6:12 am    Post subject: Problem Management MTTR "Targets"? Reply with quote

Do any of you have targets/goals for how quickly you'd like to have a Problem resolved? I get that SLAs are highly discouraged in PM (since it can have a negative impact on the quality of the investigation/fix), so I'm just wondering if any of you use some sort of a Target to help guide teams through the PM process (i.e. 30 days for one priority, 90 days for another, etc.). I'm concerned that if there's no target whatsoever, Problems will just sit in a backlog and teams will continue to focus on Incidents since there's a measurable SLA for that. I understand that some Problems could take days, months, or years to get resolved...and in some cases, some may never be resolved. The purpose of the question isn't to hold teams to the fire for not having a Problem resolved in X number of days....just wondering how (or IF) you guys GUIDE Problem owners through the process using duration targets?

With Incident Management, having the defined SLAs clearly helps drive the work, but in Problem Management, this isn't as simple.
Back to top
View user's profile
Senior Itiler

Joined: Sep 16, 2006
Posts: 3386
Location: London, UK

PostPosted: Wed Jun 12, 2013 5:06 pm    Post subject: Reply with quote


The PM Managaer is suppose to keep the teams working on the various Problems.

The solution is what can not be set in stone....

The work / time doing can be
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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.