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ITIL :: View topic - Tips for setting up a new Problem & Availability role
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Tips for setting up a new Problem & Availability role

 
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fulhamn
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Joined: Oct 08, 2012
Posts: 13

PostPosted: Mon Oct 08, 2012 7:39 pm    Post subject: Tips for setting up a new Problem & Availability role Reply with quote

Dear fellow forum users

I work In a IT department in a small to mid-size organisation. We have 15 different sites across Europe supporting 2500 users. We have verified IT infrastructure (In-house designed applications, Microsoft, Cisco etc).

It has got to a stage where we want to setup a new Problem & Availability management role. This will be a new role from scratch so we will employ someone new to come in and setup this new role.

Have you got any tips and outline the skills of individual we should be looking for?

Do you have any doís and doníts for setting up a new Problem & Availability management role from scratch?

What sort of documentation / Policies and procedures should we be implementing?

Is it a good idea for the person to work with the service desk at first to get an overview?


I know this is a lot of questions, but would appreciate your feedback and experience. This is a brand new role in our organisation and wanted to make sure we get the right person and to get the process and procedures correct from the start.

Many thanks

Andrew
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Mon Oct 08, 2012 10:39 pm    Post subject: Re: Tips for setting up a new Problem & Availability rol Reply with quote

Andrew,

fulhamn wrote:
Have you got any tips and outline the skills of individual we should be looking for?

Do this last. See below.

fulhamn wrote:
Do you have any doís and doníts for setting up a new Problem & Availability management role from scratch?

It can only be very generic at this stage:
1. define what you want of the role
2. define the scope
3. define policy
4. define relationships
5. don't (I knew I could get one in) consider appointing someone to the role until it has been fully defined; the person to fulfil the role may not be the best person to design it.

fulhamn wrote:
What sort of documentation / Policies and procedures should we be implementing?

This cannot be answered without proper context, except to say the obvious that they will be designed to achieve the objectives of the role and will conform to the higher objectives and policies of your organization.

fulhamn wrote:
Is it a good idea for the person to work with the service desk at first to get an overview?

No. Getting an overview cannot be properly achieved from within one section with its necessarily restricted perspective. Having the person work within any other section as a way of starting sounds more like an apprenticeship than a way of developing a new role.

Far better the person has a free reign to look at everything with the eye of an auditor, including the customer and user perception of the services delivered. And the person should have access to strategic management to refine his/her understanding of what is actually required.

= = = = = = = = =

I have attempted to answer the questions as asked, but the fundamental question that strikes me is why you are conflating two very different roles I can understand wanting to have a single person perform both roles if that is the present scale of your organization, but to fail to define two very distinct roles could be disastrous.

Further, there is much to be said for a problem manager being independent of all other sections and reporting directly to the high heid yin.

It will also be a good idea to look at CobIT , ISO20000 and ISO9000 in addition to ITIL, in trying to define the roles.

This may be just the job (all three of them) I would like to have.
_________________
"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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