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.
Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
Posted: Thu Jul 15, 2010 8:33 pm Post subject:
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
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