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ITIL :: View topic - Are there Problem Management Industry Standards
Posted: Wed Jun 28, 2006 2:39 am Post subject: Are there Problem Management Industry Standards
I am in the process of creating OLAs between Problem Management and different organizations. I am including expected average response times to Problem Management requests for resourcing. I do not have a starting point as to how long it should take for someone to provide a resource to begin root cause analysis. Are there any documented industry standards, or does anyone have any values that they have used?
For example, I am requesting organizations to provide resourcing within an average of 2 business hours for a Major Problem.
Joined: Mar 12, 2005 Posts: 255 Location: Melbourne, Australia
Posted: Wed Jun 28, 2006 9:38 am Post subject:
2 hours??
Problem investigation and resoultion is a reasonably deliberate and planned process.
If you can't wait longer than two hours I think the odds are you are still in incdient management - perhaps a major incident that does require some 'root cause analysis'. But that should be an exception and under that cover L1+ escalation arrangements for major incident resolution.
Rember Problem Management isn't a more 'serious' version of Incident Management: Different objcetives, different management requirements.
Joined: Apr 17, 2007 Posts: 36 Location: Cape Town
Posted: Thu May 03, 2007 8:31 am Post subject:
Quote:
For example, I am requesting organizations to provide resourcing within an average of 2 business hours for a Major Problem.
Most of the time this is not realistic. There are a few cases where problem management kicks in so quickly, such as for major virus infections or a serious security breach. CERT is a good example of where problem management has a fast response time to incidents. But generally problem management is an off-line process that takes place after the panic of service restoration during a major incident.
Quote:
Yeah, but 2 hours.... We can but dream......
And you also need to be careful that you do not give yourself a credibility problem. If you make unrealistic requests from the organisaton, you will soon find it difficult to get anything at all. So try and make a realistic assesment of the response you need from the organisation, and if you really do need 2 hour response times, be prepared to justify it.
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