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ITIL :: View topic - Learning From Incidents
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Learning From Incidents

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Joined: Jun 29, 2010
Posts: 3

PostPosted: Thu Jul 15, 2010 8:36 am    Post subject: Learning From Incidents Reply with quote

I'm new to the forums so please point me in the right direction if I'm posting in the wrong area.

How does one turn corrective action (customer reported incident tickets) into preventative action?

Would this process fall under problem management? If so, what area should I delve in to, in order to enable my department to learn from the variety of incidents we see?

Thanks in advance,

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Senior Itiler

Joined: Jun 06, 2007
Posts: 268

PostPosted: Thu Jul 15, 2010 6:44 pm    Post subject: Reply with quote

Hi Jonnie,

We sometimes call this firefighting and fire preventing and Yes, you should find more about this under problem management, finding the underlying cause, trend analysis, being proactive, providing permanent fixes etc. Also it will be useful to read about other support function on how they could identify problems and report it to Problem Management.

Welcome to the forums and be aware of the bullies.
Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.
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Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Thu Jul 15, 2010 8:33 pm    Post subject: Reply with quote

The short answer is that you don't.

Preventive action is something you do in order to prevent some future event.

Corrective action is something you do to rectify an unsatisfactory state of affairs.

As it happens there are occasions when a corrective action has the effect of preventing future unsatisfactory states affairs. However, this is sometimes a superficial impression as the underlying problem might be that some other activity has the effect of undoing what you have just corrected and in such cases the preventive action needs to deal with this other activity.

And yes, incident resolution can be termed corrective action and problem resolution can be termed preventive action. But this usage of corrective action is not the same as the use in quality audit context where corrective action is to put something right in the quality system so that the system conforms to the standard, which, in practical terms, should prevent undesirable outcomes in the future.
"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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Joined: Jun 29, 2010
Posts: 3

PostPosted: Fri Jul 16, 2010 6:48 am    Post subject: Thank you both for you responses! Reply with quote

Much obliged my friends! I hope to learn much more so that I can be as helpful as you in the future.
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