Search
Topics
  Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
Modules
· Home
· Content
· FAQ
· Feedback
· Forums
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account

Current Membership

Latest: RShoebrid
New Today: 73
New Yesterday: 70
Overall: 141894

People Online:
Visitors: 52
Members: 4
Total: 56 .

Languages
Select Interface Language:


Major ITIL Portals
For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone

Related Resources
Service related resources
Service Level Agreement
Outsourcing

Note: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


The Itil Community Forum: Forums

ITIL :: View topic - Skill set for problem analysts
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Skill set for problem analysts

 
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message
Brian1
Newbie
Newbie


Joined: May 23, 2008
Posts: 18
Location: Toronto, ON, Canada

PostPosted: Sat Jul 19, 2008 1:44 am    Post subject: Skill set for problem analysts Reply with quote

Hello everyone,

As I begin to formalize our PbM process we have detemrined that we will not be employing a deeicated team but will define the process to cut across the organization and utilize subject matter experts from each area to work on problems. To do this one of the things I need to do right away is build a list of skills that a person should have/display to help operational managers select the right persno for this new responsibility.

Any ideas on what to look for? So far I have:

1. Critical thinker (doesn't assume, inquisitive)
2. Analytical (doesn't practice trial be error as primary method)
3. Patient (problems take time to analyze and resolve, firefighters don't do well in a problem solving environment)
4. Strong technical knowledge
5. Mature attitude (can work as team player and leaves ego at the door)

Thanks for your help.
Brian
Back to top
View user's profile
asrilrm
Senior Itiler


Joined: Oct 07, 2007
Posts: 441
Location: Jakarta, INA

PostPosted: Sat Jul 19, 2008 6:02 pm    Post subject: Reply with quote

Hi,

Your list is good.
However, you need to have someone to manage the process, i.e measuring the process, preparing management reports, etc.

If you have many kind of services, platforms, etc., you would consider assigning several problem analysts; each for their specific areas.
To have someone to manage the PbM process, you need to have a Problem Manager. For this, you need another set of skills. He doesn't have to possess excellent technical knowledge, but more on leadership. This is because will have to coordinate people who are not under his supervision but have to work as a team.

If you have homogeneous services or platforms, then you might have a Problem Manager and Problem Analyst held by one person, although I doubt this is good practice.

Cheers,
Asril
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management All times are GMT + 10 Hours
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003 http://www.nukecops.com

Forums ©

 

Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.