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ITIL :: View topic - Problem Management - Erro Control targets
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Problem Management - Erro Control targets

 
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rj61
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Joined: May 18, 2011
Posts: 1

PostPosted: Wed May 18, 2011 3:56 pm    Post subject: Problem Management - Erro Control targets Reply with quote

What targets are being used for Known Error completion?
Completion being defined as either:
1/ A fixed has been applied and verifed sucessful
2/ Decision has been made to not fix the issue.

I am interested in what is being done in the wider community to address this?
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed May 18, 2011 7:13 pm    Post subject: Reply with quote

The only target that can be established is the one for the instance in question, since a realistic target will depend on the importance of the resolution, the resources able to be committed to it and the nature of the task to develop, test, implement and confirm the solution.

How can you generalize a target for the unknown?
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"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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mredekar
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Joined: Dec 30, 2005
Posts: 21
Location: Navi Mumbai, Maharashtra, India

PostPosted: Sun Jul 17, 2011 10:58 pm    Post subject: Reply with quote

Targets for completion depend on many aspects.
Shorter time targets should be planned for problems which have:
1. Frequent Incidents occurring due to the unknown error
2. Impact of Incidents caused (one is enough) is very high
3. Cost of undertaking root cause analysis is low

It is difficult to have a SLA for known error due to complexity of the technology and infrastructure. This may force PM tem in closing the RCA before they actually reach root caue.
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