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ITIL :: View topic - Relaunch PROB
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Relaunch PROB

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Senior Itiler

Joined: Feb 14, 2008
Posts: 77

PostPosted: Tue Feb 19, 2008 1:54 am    Post subject: Relaunch PROB Reply with quote

we have rolled out PROB last year. But it seems that the process itself is not accepted by the users for several reasons like:
- they dont see the benefit
- they have no time to use it and see it as redtape
- they do it already on the fly (analyzing INC tickets and creating RfCs)

is there any standard approach how to relaunch the process in terms of actions I can take in order to make it more beneficial?

The process it self is already pretty lean. We have also the necessary tools available.
Maybe somebody has a document I can read which provides me with some additional ideas?
For me I have identified to take the following actions:
- process marketing / user awareness
- CIP and process reviews
- trainings

I know the question is very general but maybe somebody found some interessting documents on the web related to that topic worth scanning through ...

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Senior Itiler

Joined: Aug 11, 2006
Posts: 262
Location: Netherlands

PostPosted: Tue Feb 19, 2008 8:20 am    Post subject: Reply with quote

Hi Andy,

In terms of training, you might want to check for 'ATS' (Analytical Trouble Shooting'). Where ITIL-Problem mgt tells you what to do, ATS tells you HOW to do it. If you google on ATS and Keppner & Tregoe you should find them.

Have you already started reporting (weekly or monthly)? By making a simple yet usefull report and sending this to management, you will improve the chance that you get management support.


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Senior Itiler

Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Wed Feb 20, 2008 5:37 am    Post subject: Reply with quote


sounds like you need to put on a road show and sell the benefits of problem management. Some are listed in the V2 V3 material, others shoul dbe apparent to you.

Get manageemnt understanding and buy-in and move from there.
Mark O'Loughlin
ITSM / ITIL Consultant
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Senior Itiler

Joined: Feb 14, 2008
Posts: 77

PostPosted: Wed Feb 27, 2008 10:31 pm    Post subject: Reply with quote

Yes you are right. But I dont want to go for a trainings course. Perhaps there is some free material availalbe which points me in the right direction of above mentioned problem ääh issue Smile
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