landing a new job as problem manager

[elbow]

Hi guys, bit of a newbie and wanted to call on your expertise. Looking for a new job as problem manager but however, only a year experience and after 2 interviews feel im up against strong competition. However, the last interview i did ok but i think they were looking for someone who could define in the interview what they would do in their first month in the new job. Lets just say the role is established but the firm are looking to take it further, more proactive, looking at the problem process as a whole and looking at tuning it poss.
What im wondering, is how do i pitch this in an interview if i get asked what i think i would do in the first month or so? How would i go about looking at the exisitng role and how would i go about implementing new processes or at least defining what exactly to look at. My exisiting role was an internal promotion so this is all a bit new to me.
Any help would be fantastic!
Best regards
Elbow

[Bluesman]

Get an overview.
See what´s already in place - policies, workflows, procedures.
Who are your SME resources?
Who are the bosses, how do they support ITIL?
Staff..any ITIL experience, at least V2 foundation?
Other processes in place? Maturity level?
Interview Incident and Change mgrs ASAP...you will need to work very closely to these two in particular.
Check out incident history.
Get familiar with the tools avaliable - does the support tool (tickets) have Problem mgmt included in the flow?

And so much more....it will take you a lot more than a month, tho.

In short..get the feel of the place and a helicopter view. Establish some good relations with IM, CM (who most likely commands the SMEs), CEO, and the CAB people (often a fairly static bunch).

Also..try to feel why your predecessor wasn´t good enuff.


My 2 cents /Richard
_________________
---------------- bragging line -----------------
V2 Combined Practitioner (service support)
Problem Mgr

[elbow]

Richard

that's a very generous reply and certainly really helpful. i will use what you have given me and weave it into my next interview. Very much appreciated!
Simon