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ITIL :: View topic - Problem manmagement best practice
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Problem manmagement best practice

 
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daltrw
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PostPosted: Thu Oct 24, 2013 2:53 am    Post subject: Problem manmagement best practice Reply with quote

I'd like to design a "best practice" problem management process, I would much appreciate your opinion on my process flow (would it be consider ITIL aligned or somehow a best practice?):

isa.its.yale.edu/confluence/display/SN/Problem+Management?focusedCommentId=32145734#comment-32145734

[Edited by Admin: no direct links please]
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UKVIKING
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Location: London, UK

PostPosted: Thu Oct 24, 2013 3:02 pm    Post subject: Reply with quote

ITIL is the best practice / defacto standard (but not a standard)

ISO20000 is the standard for IT Service Management
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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daltrw
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PostPosted: Fri Oct 25, 2013 12:32 am    Post subject: Reply with quote

Ok thanks but what do you think about this flowchart
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UKVIKING
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PostPosted: Mon Oct 28, 2013 7:07 am    Post subject: Reply with quote

First, I think claiming Service Now Flowcharts as their own is in poor taste

The Service Now header sort of gives it away.

Second, it is quite obvious you have no effing clue what ITIL, IT Service Management is nor do you have any idea what problem management is.

Problem Management is not merely finding the RCA - which is an abbreviation for Root Cause Analysis - which is usually a report given to a customer when there is a major outage and the customer wants to know what happened.

I am now expecting you to show a flow chart you came up with for adding two integers together or even two whole numbers or fractions.

Finally, frankly why are YOU wasting your time trying to re-invent the wheel when the IT SM process as it is .. is the most complete best practice explanation about what problem mgmt. is and how it fits within the rest of IT Service Management
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UKVIKING
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PostPosted: Wed Oct 30, 2013 6:52 pm    Post subject: Reply with quote

daltrw

No comment after you demanded a review ?
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John Hardesty
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daltrw
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PostPosted: Thu Oct 31, 2013 1:41 am    Post subject: Reply with quote

Hi,well thanks for your honest response, I'm reviewing the flowchart based on your comments, I only have a doubt, what do you mean with integers, whole numbers or fractions?
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UKVIKING
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PostPosted: Thu Oct 31, 2013 8:21 pm    Post subject: Reply with quote

Daltrw

There is already a Better Practice Problem Management flow chart
There is already a IT SM Standard for IT SM Problem Management.

ITIL has already done the Better Practice PM Flow chart for the entire PM process - both reactive and proactive PM.

ISO 20000 is the IT SM Standard to which all IT SM work should be measured against.

I totally recommend you cease trying to create something that has already been written.

I also recommend you get educated on ITIL, IT SM so you know exactly what IT SM, ITIL and Problem Management

Finally, I see no comment from you about the theft - by you - of Service Now's Intellectual Property.

I presume that you are a college level student. There is something called Academic Standards and practices -where you the student are held - in regards to plagarism, etc.

You should do well to heed that

PS: This remark - [i]I am now expecting you to show a flow chart you came up with for adding two integers together or even two whole numbers or fractions. [/i] - is sarcasm where I am trying to point out that you would attempt to create your own means to accomplish addition.
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