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ITIL :: View topic - Information for populating a Problem
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Information for populating a Problem

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Joined: May 10, 2007
Posts: 6

PostPosted: Fri Nov 02, 2007 5:27 am    Post subject: Information for populating a Problem Reply with quote

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?
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Joined: Apr 04, 2007
Posts: 2

PostPosted: Fri Nov 09, 2007 1:02 pm    Post subject: Information for populating a Problem Reply with quote

A few fields that I can think of from the top of my head are:
Date Created

Problem Description

Impact and Scope


Problem Owner

Workaround (if available)

Rootcause (If identified)

Permanent Fix (If identified)

Last updated (date/time)

Last update

Closed Date

Hope this helps

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Senior Itiler

Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Tue Nov 20, 2007 3:10 am    Post subject: Reply with quote

Try and look at it from the perspective of the stakeholders of the Problem tool and what information will each one require.

For example, Service Desk, Tier 2 or 3 specialists, management and customers will all have different requirements and use for information included with the tool. Ask your stakeholders what they need.

This is how I would approach it.

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Senior Itiler

Joined: Mar 29, 2007
Posts: 123
Location: FRance

PostPosted: Wed Nov 21, 2007 11:24 pm    Post subject: Reply with quote

I would also add:
* RFC submitted
* Change implemented
* Problem solved

JP Gilles
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3584
Location: London, UK

PostPosted: Thu Nov 22, 2007 12:15 am    Post subject: Reply with quote

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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