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ITIL :: View topic - Setting up a Problem Management function
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Setting up a Problem Management function

 
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elbow
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Joined: Feb 14, 2011
Posts: 35

PostPosted: Thu Mar 22, 2012 7:03 pm    Post subject: Setting up a Problem Management function Reply with quote

hello folks

this is always one that i never really know the answer..
What would be the first things to do when setting up a PM function. I believe there is a service desk and basic IM function, so how do you build on that. Yes this is for a job interview Laughing

Any pointers are much appreciated!
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Mar 22, 2012 7:41 pm    Post subject: Reply with quote

I wouldn't build on that. If you do then your problem management function will be too tied to incident management as it is at present and therefore too narrow in (practical) scope.

I would define what is required of problem management and then look to see how much is available from service desk and incident management and at what else is required from them and elsewhere.

Try getting that over at interview!

(Maybe that's why I can't get a job)
_________________
"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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elbow
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Joined: Feb 14, 2011
Posts: 35

PostPosted: Thu Mar 22, 2012 9:46 pm    Post subject: Reply with quote

appreciate that, i think thats a fair answer and therefore as you say, its always inportant to see what the objective is and kinda work around that, seeing what can be made avaiable and i spose looking longer term, make recommendations on what can be implemented or improved
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