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The Itil Community Forum: Forums

ITIL :: View topic - Incident/ Problem Management
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Incident/ Problem Management

 
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USAF5649
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Joined: Aug 19, 2010
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PostPosted: Fri Aug 20, 2010 7:40 am    Post subject: Incident/ Problem Management Reply with quote

Question for the community, What questions should an Incident Manager ask regarding an incident to determine if it requires problem management intervention?
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Fri Aug 20, 2010 7:07 pm    Post subject: Reply with quote

Answer:

"from what I [incident manager] know, is there a possibility of this or another incident occurring in the future as a consequence of the underlying cause of this incident?"

If the answer to this is "yes" or "don't know" or "perhaps", and the underlying cause is not already the subject of a problem record, then a problem should be raised.

And this applies to any manager, not just the Incident Manager.
_________________
"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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UKVIKING
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Joined: Sep 16, 2006
Posts: 3303
Location: London, UK

PostPosted: Fri Aug 20, 2010 7:29 pm    Post subject: Reply with quote

USAF 5649

Incident management and the incident manager are there to restore service after an incident has happened. This means to get the service back up as fast as possible.

Problem mgmt and the PM process is NOT time based. They would spend time trying find out what caused the problem in the first place. They are unconcerned (process wise) whether the service impacted is restored
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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imu
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Joined: Aug 17, 2010
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PostPosted: Mon Aug 23, 2010 7:41 pm    Post subject: Incident mamt Reply with quote

Incident manager is responsible or accountable to restore the disturb IT service?
Please suggest me for Incident mgmt responciblity. We are doing following step in Incident mgmt.

1> Analyze Incident.
2> Decide proprity ( Low,Medium,High)
3> Email Incident report to All stack holders, IT all engineers etc.
4> Follow up same till closer Incident.
5> After RCA closed Incident report.
6> Save this incident in database.
7> Incident shift to Problem mgmt depence on sevarity of problem.

Still this process require to change or update ? Please suggest.
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Diarmid
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Joined: Mar 04, 2008
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Location: Newcastle-under-Lyme

PostPosted: Mon Aug 23, 2010 7:53 pm    Post subject: Reply with quote

Imu,

I think many of us could come up with additions, enhancements and just plain other tasks for an incident manager.

But whatever we suggest has to make assumptions about your way of working, your scale of operation and your skill-sets at the very least.

Your list implies a certain scope for the role in your organization - try to specifically describe the scope you think you need and see if it matches that covered by your defined tasks.

Your list says little about responsibility, authority or performance - try to explicitly describe what you think these should be and then see if that leads to modification and expansion of your list.

This should lead to some improvements, at least in the defining of your system and then the only reliable way forward is to look at how well your system works and to suggest improvements in the light of the analysis.
_________________
"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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imu
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Joined: Aug 17, 2010
Posts: 5

PostPosted: Mon Aug 23, 2010 8:39 pm    Post subject: Incident/problem mgmt process Reply with quote

Dear Sir,

IM and PM process is same to all over company.
Can you suggest step by step valid process for Incident and Problem mgmt.
Yes, I am agree about IM/PM less responsibility with us. Please list out some more important step for same.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3303
Location: London, UK

PostPosted: Mon Aug 23, 2010 10:07 pm    Post subject: Reply with quote

IMU

Buy the ITIL books. The information is in there.

If you want consulting advice, pay Diarmid a fee - daily - and he will consult as to what your company needs / has to do.

Instead of penny packeting information bits from this forum, get educated on ITIL by - 1) buying the books and reading them. 2) purchasing, sitting and completing an ITIL foundation course - passing the exam is optional and 3) hiring a ITIL specialist to help your company out
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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: Mon Aug 23, 2010 11:18 pm    Post subject: Reply with quote

Imu,

I can assert with complete certainty that Incident Management is not the same in different companies. There is no reason why it should be and there is no mechanism for making it so.

Your organization needs a set of IT service management processes that meet your needs and form a consistent, effective quality management system that focusses on meeting customer requirements and on improvement over time.

It is the principles that are universal, not the procedures.

And as John says, I am available to help you.
_________________
"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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