Posted: Fri Nov 02, 2007 5:27 am Post subject: Information for populating a Problem
We are looking to identify what appropriately should be captured in our Problem tool. Our current tool mirrors what is captured in the Incident side. Would anyone be willing to share what types of fields they have in their Problem Management Tools?
Joined: Sep 16, 2006 Posts: 3477 Location: London, UK
Posted: Thu Nov 22, 2007 12:15 am Post subject:
Since Problem Mgmt needs Incident Mgmt, at least the details of the Incident(s)
Since Problem Mgmt may result in a change, there should be references to change requests
Since Problem mgmt needs the cmdb (or what you have that equates), then the PM needs references to that
Since PM staff may use Knowledge base tools or update the Known Error DB, then the tool should have the ability to link or reference those tools
Does the tool track the amount of time an engineer works on a specific problem or does the engineer merely put in (estimates) how much time was spent on the problem. If so, then the Problem record shoudl track total amount of time spent.
This should be against some sort of guidelines that Problem mgrs would use to see if some problems are merely eating up valuable time with no solution.
The priority and urgency for the problem records should be against the above stat - which will be completely different fromn incidents. _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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