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ITIL :: View topic - Audit of Problem Management Process
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Audit of Problem Management Process

 
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Liono
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Joined: Jan 05, 2008
Posts: 12

PostPosted: Tue Feb 05, 2008 2:00 am    Post subject: Audit of Problem Management Process Reply with quote

Has anyone carried out an Audit of their Problem Process along with activities, if so where did they start and what strategy did they employ?
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dam
Senior Itiler


Joined: Sep 05, 2007
Posts: 57

PostPosted: Tue Feb 05, 2008 2:26 am    Post subject: Reply with quote

If you look for a detailed description about how to realise a problem management audit… you won’t find it here, at least not for free and this is reasonable since most of the more knowledgeable contributors of this forum do such things to pay their meals.

In my opinion a general approach is the following:

Put on a sheet of paper what you’d expect from your problem management process (following the ITIL line guides)

So stuff like:

6.3.2 Problem control - handling Problems in an efficient and effective way
[…]

Cut off concepts that appear to be too general in several more focused points.

Then start to look at your reality –sheet of paper in the hands- to see point by point what works as it should and what doesn’t.

Then if you have still some energy try to define the improvements to put in place to reach the objectives you defined earlier.
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