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wolfhard
Itiler
Joined: Mar 14, 2005
Posts: 26
Location: Brussels, Belgium
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 Posted: Mon Sep 12, 2005 6:04 am Post subject: Problem Management Tool |
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Ladies and Gentlemen,
what are the most important 3-5 features/functionalities that a Problem Management Tool needs to provide?
Kind regards
Wolfhard Aring |
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H
Itiler
Joined: Oct 13, 2004
Posts: 22
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| Posted: Tue Sep 13, 2005 8:34 am Post subject: Problem Management |
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Three vital ones
1. Open, and clearly log the problem
2. Classify the problem- priority and category
3. Ability to log the resolution
These are the basics for any tool. Add others per your requirements.
H. |
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Leif
Newbie
Joined: Mar 09, 2005
Posts: 12
Location: Sweden
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| Posted: Wed Sep 14, 2005 12:47 am Post subject: Re: Problem Management |
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| H wrote: | Three vital ones
1. Open, and clearly log the problem
2. Classify the problem- priority and category
3. Ability to log the resolution
These are the basics for any tool. Add others per your requirements.
H. |
I'd like to add a close connection to the incident and change management databases. |
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wolfhard
Itiler
Joined: Mar 14, 2005
Posts: 26
Location: Brussels, Belgium
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| Posted: Thu Sep 15, 2005 5:21 pm Post subject: ticket (incident number) in problem management DB |
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Thanks for the replies.
Is it OK to record the incident numbers from the Incident Management Tool in the Problem Management Tool or should they be linked via a software interface?
SQL or XML or webservice ..??
Thanks
Wolfhard Aring |
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Leif
Newbie
Joined: Mar 09, 2005
Posts: 12
Location: Sweden
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| Posted: Thu Sep 15, 2005 6:36 pm Post subject: Re: ticket (incident number) in problem management DB |
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| wolfhard wrote: | Thanks for the replies.
Is it OK to record the incident numbers from the Incident Management Tool in the Problem Management Tool or should they be linked via a software interface?
SQL or XML or webservice ..??
Thanks
Wolfhard Aring |
Hi Wolfhard,
I would strongly suggest you make the connection between the Incident and Problem Management tools automatic. I have seen systems relying on human interaction and it was not a pretty sight!
Pardon my ignorance regarding the actual interface, but I reckon any service capable of doing an automatic and preferably instant connection between the systems would be sufficient.
Thanks,
Leif |
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javierarcal
Senior Itiler
Joined: May 27, 2005
Posts: 79
Location: Madrid-Spain
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| Posted: Sat Sep 17, 2005 12:45 am Post subject: Connection between problem and incident management |
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Hi Leif/Wolfhard
From my point of view is desirable to have different identifiers for problems and incidents and also it should be stored in different tables.
I agree with Leif, it is very important to have a logical relationship between incidents and problems, it could be a DBlink between databases or between problem and incident table.
It is important because for e.g. when a problem with some incidents associated is closed, all incidents associated with this problem should be solved, if there is no relationship some times a problem could solved and it "relates" incidents could remain as open, this is very dangerous specially for Incident Management SLA compliance.
Best regards
Javier
ITIL-Consultant
Madrid-Spain
javier.arcal@gmail.com |
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