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: GitaParker
New Today: 4
New Yesterday: 33
Overall: 231652

People Online:
Visitors: 117
Members: 2
Total: 119 .



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 - Problem Management Help
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Problem Management Help

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

PostPosted: Wed Oct 19, 2005 9:24 pm    Post subject: Problem Management Help Reply with quote

I'm a newbie in an IT industry. I have read some of your discussions with other senior itilers in the "ITILcommunity forum" and I have learned many things.

I know the difference between incidents and problems but still, are there any specific examples, what to do's, and guidelines, to eliminate the problems? Are there any reports needed or statistics we need just to solve them? Any suggestion for good reference for problem management?

Hoping for your reply... Thank you very much.
Back to top
Senior Itiler

Joined: Mar 12, 2005
Posts: 255
Location: Melbourne, Australia

PostPosted: Thu Oct 20, 2005 12:59 pm    Post subject: Reply with quote

I'm not entirely sure if your question is aimed at the Problem Managment process, or the technical activities of problem resolution.

It appears to be the later. Unfortunately there is no 'answer' to that becasue there is no single technique for locating errors. How you find the cause for crashes on a complex application, packet crashes on a network, or why a hard drive seems to be unreadable, are all going to be different.

ITIL hands this particular aspect of production over to 'Technical Support' - which it considers to be an Infrastructure Management process(?) and centres of technical excellence (in particular technologies).

Only a top notch network engineer can tell you how to analyse network problems (for example) - not an ITIL hack such as myself.

If on the other hand you problem is with how to manage and control problem resoultion activity, I'd need a little more information about what kind of difficulty you are facing.

By the way - the 'senior' designation on my handle in this forum is not an indication of skill, it just means I have made more than 50 posts - they could all be rubbish, and it would still label me as 'senior'.
Back to top
View user's profile Send e-mail AIM Address Yahoo Messenger

PostPosted: Thu Oct 20, 2005 4:36 pm    Post subject: Problem Management Help Reply with quote

Thanks for your reply rjp, Smile Well, i guess that is what i've been looking for... the technical support for locating and minimizing errors. On the other hand, could you look into our scenario and suggest on how to deal our problem, ITIL style...

In our company, we have our service desk, if an incident occurs and they can't solve it, they would pass the incident to several 2nd level support. It could be email admins group, network, sap, hardware specialist and others.

The problem...

let's say a customer calls and he can't access our email system. The service desk would give him a ticket no. and would try to transfer him to the email system group. But when the email group isolated the problem, it was a network failure, and so it would transfer to the network group. So another isolation and the incident is solve. But another user called, like the other one... he can't access email.... So the flow repeats again by passing it to different designated groups instead of solving it in the 1st level support. Also, our different groups are used to pass the problem to one another because they do not want to handle what they are not specialized at.

If you are our it manager, what should you do? What would be our first step? Should we consider having a known error database just like i have read or something?

Hoping for your reply. Thanks.
Back to top
Senior Itiler

Joined: Mar 12, 2005
Posts: 255
Location: Melbourne, Australia

PostPosted: Thu Oct 20, 2005 6:51 pm    Post subject: Reply with quote

I feel your pain Smile

This is a common enough problem - the breakdown of technical support into silos where they are concerend with their own problems only.

From an ITIL perspective there are a couple of things it recommends that are realted to your issues:

Empower the Service Desk - they should be should be recognised as customer advocates in the ICT organisation, and when they go to a techie saying, this client is still waiting, they should be taken seriously. Senior and unit management should be continually reinforcing the legitimacy of the service desk with their own people. If your systems support it, you can take other measure (as we did) - we ensured that each incident report is asigned a controller (owner) from the service desk, who has full control of the record, and can see its status. If a service threshold is passed they get notified.

In our system a reason has to be entered for reassignment.

Also you need to have a formal set of rules for heirarchical escalation (getting manager's involved) as well as functional escalation (Level 1 to 2 etc.)

But when it comes down to it, the situation you describe inidcates a lack of managment support above all else.

When it comes to problem managment, it's a little more complicated. Many problems require more than one skill set to resolve quickly and effectively. Ideally problems would be assigned to dynamic teams that can be built as the nature of the problem dictates. But as with incident managment, their should be a Problem Manager - not necessarily a person reporting on the whole process, but at the very least an assigned 'owner' for every recorded problem - who coordinates the effort and remains responsible for resoultion for the life of the problem.

Better information at the first point of contact may decrease the number of incidents that need to be handed to tech support, but won't address your problems for the ones that do.

Also it sounds like your service desk staff aren't paying much attention to incident matching. When a new incident comes in they should try and match it to past similar incidents.

Or is it a 'system' problem - eg. does the system simple fire off the assignment as soon as the incident report is classified? This isn't usually the case, but on enever knows.

Another way to empower your service desk is to make sure you give them the skills, information and time they need to do their job. Are you measuring their success by how many calls they push through, or the average duration. If so - big mistake. The Service Desk is not an incident factory. In my "opinion shorter calls = better performance" is just about the worst assumption managers can make. Make sure you don't accidently discourage staff from providing good service by imposing abitrary metrics.

If they are not matching incidents effectively there will be a reason, find and addresss that as well.

So, you're new to this place? Doesn't sound like the happiest of places?

Good luck.
Back to top
View user's profile Send e-mail AIM Address Yahoo Messenger

PostPosted: Thu Oct 20, 2005 8:10 pm    Post subject: Problem Management Help Reply with quote

Thanks again for your post. Smile It would really help us a lot if we implement that kind of approach. I'm beginning to like this ITIL and will begin to research more of it. More power to you and also gudluck.. Wink
Back to top
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.