Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: MaxieStidh
New Today: 40
New Yesterday: 61
Overall: 236282

People Online:
Visitors: 68
Members: 2
Total: 70 .



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Prioritizing Problems - Resource Allocation
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Prioritizing Problems - Resource Allocation

Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message

Joined: Oct 16, 2013
Posts: 2

PostPosted: Thu Oct 17, 2013 5:33 am    Post subject: Prioritizing Problems - Resource Allocation Reply with quote

We are just starting off with Problem Management. To keep the process simple, we had intended to share our Incident prioritization matrix with Problem Management. (Imapct + Urgency). However it became quickly apprent that with 5 Problems of Priorty "1" it would be difficult to discerne which problem to address first. "FIFO" is not an option. How might we further define Problem priority? Some ideas we have had:

1) Number of related incidents
2) Affected system (some systems are more critical than others) but all can cause Priority 1 incidents.
3) Legal/Compliance impact.

If anyone else has struggled with this issue I would appreciate your feeback.
Back to top
View user's profile
Senior Itiler

Joined: Sep 16, 2006
Posts: 3607
Location: London, UK

PostPosted: Thu Oct 17, 2013 5:47 pm    Post subject: Reply with quote

Problem Management records really should not be classified in the same manner as Incidents

The prime reason is that Incidents are linked to Service and the two are linked to the SLA

Instead, the classification for Problem Management should revolve around the context of the problem

For example

Application, system, network, facility
Complete failure, workaround used,
design, functionallity, etc

and of course time

how many resources & time to dedicate to the analysis, etc of the problem

So a PRoblem - 1 - critical - System - Windows - would involve the majority of the time / resources to finding the underlying root cause - to include calls to Microsoft
while a problem 3 - irritating - system - windows - would involve one of the mid level engineers - Windows system - to investigate and may be involve technet etc and trying to replicate

Problem management unlike Incident managemetn is only concerned with the following

1 - find out the cause (unknown)
2 - determine how to resolve the cause once found
3 - choose the 'best' option
4 - test the solution while re-creating the problem(if possible)
5 - request change and deploy to production
6 .//wait// to see if the issue recurrs


From a long time kama'aina far from da kine
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile

Joined: Oct 16, 2013
Posts: 2

PostPosted: Fri Oct 18, 2013 4:14 am    Post subject: Reply with quote

Howzit John! Mahalo for your response. You are entirely correct. In fact, after some soul searching, I was able to come up with a priority tree that accounts for many of the items you have listed. Thank you for refocusing my thoughts.

Back to top
View user's profile

Joined: Aug 29, 2017
Posts: 2

PostPosted: Tue Aug 29, 2017 6:47 pm    Post subject: Reply with quote

I am too setting up problem management for my organization. I am concerned about how to manage the amount of raised problems.

How do you manage the length of time a problem is open? I mean a high impact issue, you need to have it fixed asap. Not to have small incremental steps which take months to complete.

And how do you deal with the smaller/minor issues, which get washed away by higher impacting problems, which do not have enough priority to work on. Do you close these after a certain time? Do you have guidelines/agreements for this in place?
The ITIL process flow does not have this option in place. It must be finished. Though, problem tickets which are open for more than 1 year does not hold any value in my opinion. What do you think?

Looking for a few perspectives on prioritization for problem management. Thanks in advance.
Back to top
View user's profile

Joined: Aug 01, 2017
Posts: 3

PostPosted: Wed Aug 30, 2017 2:52 pm    Post subject: Reply with quote


ITIL wouldn't tell you anyway because it's a guide for best practices. It will never tell you what to do step for step, word for word, process for process and function for function.

I believe you/your organisation have to come up with the processes required... Confused
Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.