Posted: Fri Jul 18, 2014 11:05 pm Post subject: How frequently should I update my Problem Records?
I am currently running a new(ish) Problem Management process, it has been running for about 6 months now and it is beginning to mature, I have a dashboard and a regular review board meeting Etc. set up,
I also have broken the Problem Records down by priority and have a few lists based on different criteria to determine which are key and which are the "Nice to have fixed" list ...
The question is, what rules should I now apply around keeping to Problem Records updated?
I think for Priority 1&2 issues, where my main focus lies the answer would be weekly progress updates, but for the priority 3 & 4 records what sort of update frequency would be acceptable?
Also what sort level of detail should I be applying in the updates?
Your thoughts on this matter would be much appreciated
Joined: Sep 16, 2006 Posts: 3292 Location: London, UK
Posted: Sat Jul 19, 2014 2:58 am Post subject:
Once a week for a P1 ?
Obviously, it appears your P1s are not that urgent or impacting to the customer(s).
As to the question, how often.
The phrase - IT Depends must be the answer
If the team involved in the work do nothing on it for a week, yeah, update - no activity, but there should be some sort of update when there is an update _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
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