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ITIL :: View topic - Problem Management Closure Report
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Problem Management Closure Report

 
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Susannah
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Joined: Sep 04, 2006
Posts: 4
Location: Essex

PostPosted: Tue Sep 05, 2006 12:19 am    Post subject: Problem Management Closure Report Reply with quote

I have recently joined Problem Management and have been asked to create a Problem Management Closure Report, basically from what I can gather it's the same as a Major Problem Review but we don't necessarily need to get all those involved back to discuss what went wrong. I've got an idea of what should be on this form but was wondering if anyone could point me in the right direction with any other ideas.

Currently the form contains all the basics i.e Problem Number, Problem Description, Priority, Downtime, The root cause of the Problem, Actions taken to restore service and the people involved in this.

Any help would be appreciated.

Thanks
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Susannah
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Guerino1
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Joined: Jan 01, 2006
Posts: 500
Location: New Jersey

PostPosted: Tue Sep 05, 2006 1:27 am    Post subject: Reply with quote

Hello Susannah,

Problems are usually closed as a result of implementing one or more Changes within one or more Product Releases. In other words, Problems are one of multiple drivers for direct change. As a result, you may want to track:

1) which Products the Problems are associated with
2) which Releases they're being addressed in (this includes all Release relevant data, such as who the Release Manager is, Release dates for specific environments, etc.)
3) which Changes are being implemented to specifically correct the Problems (this includes all Change Related data, such as who is working on designing, implementing, and testing Changes, what dates they will be deployed to specific environments, etc.)
4) which Assets will be impacted as a result of the Problem being fixed
5) which clients/customers will be impacted as a result of the Problem being fixed
6) which facilities will be impacted as a result of the Problem being fixed
Etc.

I hope this helps.

Regards,
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Jupiter
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Newbie


Joined: Nov 03, 2006
Posts: 3

PostPosted: Fri Nov 03, 2006 8:06 pm    Post subject: Reply with quote

Can any one explain this in detail..?

Thx.

Guerino1 wrote:
Hello Susannah,

Problems are usually closed as a result of implementing one or more Changes within one or more Product Releases. In other words, Problems are one of multiple drivers for direct change. As a result, you may want to track:

1) which Products the Problems are associated with
2) which Releases they're being addressed in (this includes all Release relevant data, such as who the Release Manager is, Release dates for specific environments, etc.)
3) which Changes are being implemented to specifically correct the Problems (this includes all Change Related data, such as who is working on designing, implementing, and testing Changes, what dates they will be deployed to specific environments, etc.)
4) which Assets will be impacted as a result of the Problem being fixed
5) which clients/customers will be impacted as a result of the Problem being fixed
6) which facilities will be impacted as a result of the Problem being fixed
Etc.

I hope this helps.

Regards,
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3256
Location: London, UK

PostPosted: Sat Nov 04, 2006 1:10 am    Post subject: Reply with quote

Sigh

A report for a Problem Record under Problem Management could look like this

Problem Number: 1
Issue: Frequent Microsoft O/S BSD for Desktops using Windows 2000 SP1
Created: Date
Closed: Date

Description of symptoms
Actions: Time line of actions take. Ticket Logs Synopsis to be succinct
Associated Incidents
Associated Change Requests
Intial Root Cause
Final Root Cause
Involved Groups
Customers & SLAs impacted
SL Mgmt Actions
Review Date

Some of the information will come from the tools that you use, the rest would have to be written like a report in Word
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Change Management is POWER & CONTROL. /....evil laughter
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