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ITIL :: View topic - Problem Management
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Problem Management

 
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Dave827
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Joined: Jul 30, 2014
Posts: 1

PostPosted: Thu Jul 31, 2014 12:17 pm    Post subject: Problem Management Reply with quote

Hi,

Please advice me if whether scenario below is belongs to Problem Management

Issue: Network down on workshop, identification of root cause took long hence network restoration delayed. Users / client unsatisfied on the delay and wanted a investigation initiated on what went wrong or delayed the restoration.

Above was worked on a Incident Ticket , and now clients declining for Incident closure since they are unsatisfied with resolution time and management recommend to get a Problem Record raised instead.

Does above falls under Problem Record? If yes, which category of Problem Record fits best for above scenario

Dave
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

PostPosted: Thu Jul 31, 2014 4:08 pm    Post subject: Reply with quote

what does your im & pm policy define
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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