How to Find a Work Around Fast?

[Carlos Castaneda]

Hi all!

During the last year we have been introducing the ITIL processes for the whole IT department in our company, and lately we have started to work with the Incident and Problem processes. Later we will implement change and configuration management.
Next week we will introduce HP Open View Service Desk as our new "ITIL compliant tool". Most of the work has been done (dataload etc), but we still are struggling with a very important issue: how will we access our work arounds quickly?

This is specially important for the Service desk as they now are the SPOC, and they need to access documentation about past incidents and problems easily.
As an Incident Manager I see this as one of my most important tasks, to find a way for us in the IT department to access documentation easily.
In HPOV the way to look for work arounds is to use a function called "advanced find". What you do is that you turn problems into work arounds so taht you can search for them

The tricky part is how to describe the problem so that the Service desk staff easily can access them later when the users report a specific incident (called Service call in HPOV)

I guess there are lots of you out there using HPOV as Service desk tool. How do you go about to find old WA's/problems easily?
Do you apply any common name standard ? In that case could you describe the structure of it?

Thankful for any replies that can help us forward.

Carlos Castaneda
Incident Manager
Nynas Patroleum

[lexxone]