Relaunch PROB

[AndyW]

Hi,
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
etc.

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

Cheers,

[m_croon]

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.

Cheers,

Michiel

[Mark-OLoughlin]

Hi,

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

[AndyW]

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