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ITIL :: View topic - Introducing Problem Management
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Introducing Problem Management

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Joined: Apr 17, 2006
Posts: 2
Location: Staffordshire

PostPosted: Mon Apr 17, 2006 10:38 pm    Post subject: Introducing Problem Management Reply with quote

I currently work in the NHS as part of the Service Management Team.
My main role currently is to manage the Service Desk and Incident Management... but due to staffing issues, i have been tasked with introducing Problem Management. I understand the concept of Problem Management and the theory but want some advice on how to move forward with actually implementing this as a working process. The main area i would like advice on is around the "Coding Structure" for Problem / Error categorisation... and setting up a known error database for the use by Service Desk staff.
We currently use HEAT Call Logging (not the best system in the world) but it does the basics. I am wondering if excel spreadsheets can be used for known error databases as these can be updated, shared by multiple staff and searches can be caried out within this particluar application... but want to know more around the Coding Structure" for Problem / Error categorisation side of things.
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Joined: Mar 12, 2005
Posts: 255
Location: Melbourne, Australia

PostPosted: Tue Apr 18, 2006 8:45 pm    Post subject: Reply with quote

Bit pressed for time Smile so only a couple of quick suggestions:

In planning your PM processes always bear in mind that the information you are capturing has a life-cycle.

When a problem is raised (new PM record created) root cause analysis has not been done. The assumption is that you don't know at this point what the underlying error(s) is. Now often you will know what is 'in error' - especially if it has smoke coming out of it, but that doesn't change the way the process works.

The information you have available after root cause analysis will be different - hopefully more accurate and detailed.

So the PM record information changes over the life of the problem.

With regard to coding problem records this is important: Consider the utility of coding distinclty for 'symptoms' and 'errors': Initial coding is to get your team focued on the right section of the infrastructure. Fianl coding should suppport reporting analysis and linkages to change management (or other remidial activities). Dual coding is especially useful if your Problem Record is going to be 'converted' into a Known Error record by a change of status.

As for 'excel' - not recommended, you'll need DB capabilities for the PM record sets.

As for suggested actual values to use in coding: Try the Canadian (Ontario provinceal) governments open GO-ITS standard: It covers this as well as roles, is well designed, and if it isn't exactly what you need is an excellent starting point for your own design. (Easy to find Smile )
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