Targeting Preventive Action!

[Ziad]

Hello,
Can anyone please explain the "Targeting Preventive Action" activity of Problem Management? I am not sure I understood it well from the "blue" book (Service Support).

Thanks,
Z!

[UKVIKING]

hmm.. thumbing through my blue book

OK

One of the three parts of PM - Problem Control, Error Control , Proactive Problem Management - always confused me for a while. Then I sat and thunk about it. Think, thank thunk.. I thought I had thought but I ought not to.

Proactive Problem Management is looking for things which will/can/may cause Service Incidents before they actually happen

The best example is

Finding single points of failure or weaknesses

Like the router on a single power source which is the ingress/outgress point for the company to the internet
the single web server
the single exhange server
the single person who knows the old database

targeting preventative action is basically
...
TRIAGE
...

You create a method to determine the pain value of each identified IT asset you have identified for ProActive Problem Management

You use the # of users affected, the $ of fixing the problem, the $ of an outage, etc...

You create a scale for each

for example

there are 2 routers which are single points of failure - 1 power source, no spare...etc

1 is the CEO's office router
1 is the marketing office in some remote town

which has a higher pain factor if it fails, gets repaired and then the owner finds out IT knew way before hand and ....

This should give you an idea
...
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[Ziad]

Perfect,
Thank you for the details.

Z!