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: opamelow
New Today: 31
New Yesterday: 31
Overall: 231535

People Online:
Visitors: 81
Members: 1
Total: 82 .



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 - Criteria for Opening Problem Ticket
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Criteria for Opening Problem Ticket

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

Joined: Oct 07, 2006
Posts: 5

PostPosted: Mon Oct 09, 2006 12:26 pm    Post subject: Criteria for Opening Problem Ticket Reply with quote


I'm in the mist of defining a criteria for opening problem ticket guideline for our support engineer. Below are some of the criteria that I can think off. Perhaps the forumer can provide some best practice that has been implmented in your enviroment.

Criteria for Opening problem ticket

- Repetitive incident
- A workaround or temporary fix in place
- Real (root) cause of problem is unknown
- A permanent solution is required to be created and implemented
- A case has been open with vendor for further investigation
Back to top
View user's profile
Senior Itiler

Joined: Aug 11, 2006
Posts: 262
Location: Netherlands

PostPosted: Mon Oct 09, 2006 5:28 pm    Post subject: Reply with quote


* A high(est) priority incident
* Monitoring events that might lead to an incident in the future: excessive disk/bandwith use etc.
* Anything that requieres extra management attention, such as failed backups etc.
Back to top
View user's profile Visit poster's website
Senior Itiler

Joined: Nov 01, 2004
Posts: 83
Location: Sask, Canada

PostPosted: Wed Oct 18, 2006 8:36 am    Post subject: Reply with quote

excellent criteria. I have a 'look at it backwards' suggestion: How big is your problem group (people available to investigate problems, and do PM)? After you come up with all the criteria, edit it down to the criteria that are important to your company (whatever that means) but also manageable by available staff.

short version: If you have 1 body, more than 50 problems a month might be too many to manage properly.

my experience: 1 body (me) + consistent criteria over a number of years = really awesome metrics, & defensible findings to dispell myths and assumptions and implement changes that really DO reduce incident volume by eliminating errors in infrastructure, and contribute to a more stable environment.
/Sharon E
Back to top
View user's profile Send e-mail
Senior Itiler

Joined: Oct 13, 2006
Posts: 116
Location: South Africa

PostPosted: Wed Oct 18, 2006 11:26 pm    Post subject: Reply with quote

A very good point, Sharon. The primary reason Incident Management and Problem Management are separate disciplines in the ITIL world is to allow for a management decision to dedicate some resources (like you) to in-depth or pro-active work. Thus it's a good test of the qualification criteria to look at the number of problems raised against the number of people in problem management!
Back to top
View user's profile Visit poster's website
Senior Itiler

Joined: Jan 01, 2006
Posts: 500
Location: New Jersey

PostPosted: Sun Oct 22, 2006 12:40 pm    Post subject: Reply with quote

Hello All,

This is more to address some of the comments in the last few posts, rather than the original question, but I figured I'd throw it out there as some extra info...

As a manager or as the owner of a company, I can say that I always want the cost of any function to be minimized, while the output of that service to be "good enough" to meet my needs (preferrably spectacular, but good enough is what you're typically looking for). A way to achieve this for Problem Management is to ensure that every Product, Service, and Process has a fully dedicated and accountable "owner" within the enterprise that runs it according to the traditional definition of what "Product Management" means. This ensures that you have someone that is totally accountable for these constructs. Once you have Product Owners that are running the strategies and implementations of these constructs properly, they will do Product-specific Problem Management, simply by tracking and managing the Problems, Incidents, Risks, and new Requirements that come in for their Products. (If they're not doing these things, they're not doing proper Product Management.) Their own development and support teams can do this. Once you have this in place, you make it the responsibility of the ITIL Problem Manager to manage the priorities and communication of Problems "across" all Products in the enterprise. If you make each and every Product Owner accountable for working with the Problem Manager, then you have a simply way of beefing up Problem Management without the extra headcount.

No executive or owner in their right mind wants to raise their headcount and/or associated costs unless their is a true business return on doing so. It's always important to understand that "ITIL" relates to the operational side of how a business runs, making it all an "expense", meaning no single ITIL function generates revenue but, rather, consumes revenue. And, it is important to always keep in mind that expenses are bad and must be held as low as possible, while ensuring the most "acceptable" return for that expense.

I hope this helps.

[Edited by Admin to remove link]
Back to top
View user's profile Send e-mail Visit poster's website
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.