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ITIL :: View topic - Problem Management Procedures
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Problem Management Procedures

 
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IceCreamMan
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Joined: Mar 05, 2009
Posts: 13

PostPosted: Tue Jun 23, 2009 7:58 pm    Post subject: Problem Management Procedures Reply with quote

Hi

We are in the process of gearing up to be ISO 20k certified by September 2010. As the Problem manager we have come a long way in a short period of time and we are now in the process of defining the procedures for PM.

Anyone have a link or reference to an established set of procedures or preferably multiple sets of procedures. I want to get this 110% right right off the bat so to speak.

Thanks
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Tue Jun 23, 2009 8:59 pm    Post subject: Reply with quote

ISO20000 part 1 and part 2

Will define what you have to meet

And You do realize that there are 16 discplines / areas that MUST be met in order to get ISO20k

This includes the 10 disciplines that ITIL has (Service delivery & Support)
Incident, problem, change, release, configuration
availablity, continuity, financial, service level, capacity
+ 6 other disciplines

Vendor management is one
ISO 27001 - Security managment is another...
I forget the other 4

You shall meet all the requirements in Part 1 in order to be ISO20000 certificated
You should meet all the requirements in Part 2 in order to be ISO20000
certified

The ISO20000 certification can be as broad or narrow in scope

NOTE: You can NOT be ISO20k certified for Problem mgmt alone
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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IceCreamMan
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Posts: 13

PostPosted: Tue Jun 23, 2009 9:49 pm    Post subject: Reply with quote

UKViking , absolutely agree, all disciplines have to be up to scratch to attain ISO 20k certification for the organisation and the in this case a specific customer, PM is not operating in isolation in this.

From the PM perspective we are compiling the procedures and want to get that 110% right from the get go so to speak.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Tue Jun 23, 2009 10:47 pm    Post subject: Reply with quote

The problem is for Problem management is that in order to get it right for PM... you have to get it right for the others

So what you need to purchase is ISO 20000: 1 and ISO20000:2 documents which list the

shalls for the 16 areas - things that uyou must do
shoulds for the 16 areas - things that you may do...

This document / book is the only thing you needs.
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Tue Jun 23, 2009 11:14 pm    Post subject: Reply with quote

UKVIKING wrote:
... purchase is ISO 20000: 1 and ISO20000:2 documents This document / book is the only thing you needs.


Exactly!

Then all you have to do is run audits against the standard; take corrective actions; run audits against the standard; take... you get the picture.

The procedures can look as good as you please, but it is the process that the audit focusses on.

That is why other people's procedures are bad for you, however tempting.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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IceCreamMan
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Joined: Mar 05, 2009
Posts: 13

PostPosted: Wed Jun 24, 2009 12:33 am    Post subject: Reply with quote

Thanks ... and it makes sense.

Cheers
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