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ITIL :: View topic - Prioritizing Problems - Resource Allocation
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Prioritizing Problems - Resource Allocation

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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.
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3533
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
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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.

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