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ITIL :: View topic - notes regarding security issues and Problem Management
Posted: Mon Aug 08, 2011 5:10 pm Post subject: notes regarding security issues and Problem Management
Hello All,
As a great news, we receive problem tickets with list of SAP notes regarding some security issues. Our task is just to check it, and inform back. Is it really necessary to open problem for this? From my point of view, no. I would rather send an email, but they want to have it somehow "documented". Could be the solution open an incident instead of problem?
Joined: Sep 16, 2006 Posts: 3110 Location: London, UK
Posted: Mon Aug 08, 2011 5:26 pm Post subject:
In accordance with the guidelines from ITIL
These should be raised as incidents
if the PM process has been defined as what would constitute a problem, a candidate for problem management and the process for accepting a new problem, then the SD manager or whomever can always submit incidents to PM as a problem candidate but thatdoes not mean it will be accepted _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Joined: Sep 16, 2006 Posts: 3110 Location: London, UK
Posted: Mon Aug 08, 2011 8:06 pm Post subject:
They should be incidents and then assigned to the appropriate resolver group
It also depends on the definition of what is Problem Mgmt within your organization
if PM is a fancy term for the resolution group for incidents, then you are stuck _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Thanx again. I hope it is not just a fancy term:) until now, we were acting according ITIL, so that's why I was surprised, when I saw such a not standard solution. I am trying to explain them, that Problem management is not documentation tool, so I hope I will be successful.
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