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ITIL :: View topic - Proactive Problems
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Proactive Problems

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Joined: Sep 11, 2007
Posts: 2

PostPosted: Thu Feb 07, 2008 1:16 am    Post subject: Proactive Problems Reply with quote

Hi guys,

Let me cut directly to the questions:

How do you define a proactive problem?
When do you create a proactive problem record?
Is there a "guideline" for when/how you go about proactive problems?

Any input is greatly appreciated, thanks!

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Senior Itiler

Joined: Sep 05, 2007
Posts: 57

PostPosted: Thu Feb 07, 2008 1:30 am    Post subject: Reply with quote

straight from the blue book (ITIL V 2)
6.8 Proactive Problem Management
Proactive Problem Management activities are concerned with identifying and resolving Problems and Known errors before Incidents occur, thus minimising the adverse impact on the service and business-related costs.

is the "before" that makes the difference. Instead waiting for an incident to happen to start investigating a problem you work on a problem to avoid possible incidents in the near future.

Being very rough is like going to the gas station when the tank is getting empty instead waiting the car engine shouts down because the tank IS empty. How to do this? You should monitor you gas consummation...
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Senior Itiler

Joined: Jan 03, 2007
Posts: 189
Location: Redmond, WA

PostPosted: Thu Feb 07, 2008 10:19 am    Post subject: Reply with quote

Another way to identify Problems proactively is to identify the failed components discovered in other Problems and Incidents and see if any other Services are reliant on identical components.

If you have discovered that a certain model/brand of hard drive is notorious for failing, then be proactive and open a Problem ticket to remove all of that model/brand from the environment.

Last edited by dboylan on Fri Feb 08, 2008 3:43 am; edited 1 time in total
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Senior Itiler

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

PostPosted: Fri Feb 08, 2008 1:21 am    Post subject: Reply with quote

But would that Problem record be any different from a reactive one as far as it's attributes concenred? Would a record be labled as "proactive"?

I am not disputing the accuracy of your statement dboylan, just curious if anybody has done that route before.
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Joined: Jan 30, 2008
Posts: 1

PostPosted: Thu Feb 14, 2008 6:13 am    Post subject: Reply with quote

Do like your sub-question Timo.

It might be interesting to add a this as an extra field in the problem record so you can query the information in the future again.

I never set our procedures to record the difference between reactive and proactive problems. We used problem management in the R&D (and support) organization. Based on the weak area's in the software, problems were registered.
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