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ITIL :: View topic - Skill set for problem analysts
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Skill set for problem analysts

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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.
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Senior Itiler

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

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


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.

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