Search found 63 matches

by Marcel
Mon Jun 20, 2011 5:30 pm
Forum: Problem Management
Topic: Is this a problem or not?
Replies: 6
Views: 6988

Fully agreed. Problem Management is about managing all IT problems in your organization, regardless of who 'owns' the problem. You should have a point of contact within your organization who is responsible for keeping the pressure on the external vendor and for keeping the problem record in your sys...
by Marcel
Thu Apr 28, 2011 10:56 am
Forum: Problem Management
Topic: Problem Weighting Matrix
Replies: 12
Views: 11137

Re: Problem Weighting Matrix

Every Problem will be rated in each of these categories as “High (3),” “Medium (2),” “Low (1)” or “None (0).” These ratings are then weighted to arrive at an overall score which is compared to all other Problems. The seven areas being: 1. Cost to business (weighting of 9) - The cost to the business...
by Marcel
Thu Apr 28, 2011 9:47 am
Forum: The ITIL Service Desk
Topic: Incident Management - KEDB or HDKB?
Replies: 1
Views: 5887

1. Once they submit the workaround to Problem Management, should problem mgmt raise a problem record and then map it to a Known Error Record and then add this workaround to KEDB after validating it or Can they add the workaround directly to the KEDB without creating a problem record? Identifying, v...
by Marcel
Thu Apr 28, 2011 9:30 am
Forum: Problem Management
Topic: Problem Record vs. Known Error Record
Replies: 3
Views: 6779

And another ditto from me. In fact, you will see that vendors of ITSM software have implemented these concepts in different ways. In some tools Problems and Known Error are indeed represented by separate record, while in others "Known Error" is just a status flag on a Problem record. ITIL will not s...
by Marcel
Mon Nov 29, 2010 2:15 pm
Forum: Change Management
Topic: Assessing potential risk of a proposed change
Replies: 1
Views: 3978

Hena, From the list of questions you gave, it appears to me that some don't really address risk or are unlikely to get you useful answers. For instance, the implementation effort is interesting to know, but doesn't necessarily say much about risk. Also, there will be very few change requesters that ...
by Marcel
Mon Nov 15, 2010 2:00 pm
Forum: Problem Management
Topic: Incident to Problem Linking
Replies: 9
Views: 8345

Let me start with echoing some of what Diarmid said. All incidents are indicative of having a problem. So from a theoretical standpoint a new problem should be recorded for every new type of incident. The reality however is that most organizations face constraints that don't allow them to do that. Y...
by Marcel
Mon Nov 15, 2010 1:43 pm
Forum: Problem Management
Topic: Problem vs known error record in small organizations
Replies: 3
Views: 5184

Either way is fine as long as it suits your needs. In a typical Problem Mgmt process you primarily care about the following things: - what is the problem and what do we know about it? - what is the status of the problem? - who is on the hook to investigate and resolve the problem? - what is the work...
by Marcel
Mon Sep 20, 2010 10:46 am
Forum: ITIL Discussion
Topic: Reducing Fake alerts - Best Practice
Replies: 7
Views: 6180

First of all, let's not use the term "fake alert". That suggests that it was an alert about an event that did not occur, which is not true. The events did occur as per the defined thresholds in place. The only issue in this situation is that many of the alerts are apparently not actionable. An event...
by Marcel
Mon Sep 20, 2010 10:15 am
Forum: Problem Management
Topic: KPI confusion
Replies: 6
Views: 7038

Re: re

I would suggest few things on KPI monthly . You can compare with previous months or years Total Volume of the tickets Total Closed tickets Mean to restore ( To check how far we are doing the best ) how many tickets occurred by a change ( problem due to change I would argue that the first 2 are not ...
by Marcel
Wed Sep 15, 2010 3:05 pm
Forum: The ITIL Service Desk
Topic: Mean , Median and Mode for MTTR ?!
Replies: 5
Views: 8346

I would like to add an additional word of caution for using any type of average, such as MTTR. You will need to first figure out what problem you are trying to solve. If all you are interested in is to know the average duration of a service disruption, then MTTR is just fine. As Diarmid pointed out,...
by Marcel
Mon Aug 30, 2010 3:12 pm
Forum: Problem Management
Topic: KPI confusion
Replies: 6
Views: 7038

Re: KPI confusion

Example: # of incidents reduction in the # of incidents Which one is a KPI? Some say both whilst others say reduction... Some even say the reduction is a metric. Ugh! All KPIs are metrics but not all metrics are KPIs. KPIs are Key Performance Indicators. In other words, KPIs should be able to tell ...
by Marcel
Mon Aug 30, 2010 2:51 pm
Forum: Problem Management
Topic: Scope of problems
Replies: 3
Views: 5618

There seem to be lots of IT shops where root cause analysis ends as soon as "the bug in the code" has been identified. And in line with Diarmid and Bluesman, I think that that is a missed opportunity. In our environment one of the common causes behind these technical errors is the lack of proper cod...
by Marcel
Tue Jun 22, 2010 11:32 am
Forum: ITIL Discussion
Topic: ITIL lite
Replies: 19
Views: 9295

If your concern is that ITIL is too "heavy" for the relatively small local organizations that you are dealing with, then you may want to consider looking at FITS. FITS stands for Framework for ICT Technical Support, is based on ITIL, but geared towards smaller organizations, specifically in the fiel...
by Marcel
Mon Feb 08, 2010 11:27 pm
Forum: ITIL Discussion
Topic: Event Management: Shouldn't an alert be treated by IM?
Replies: 6
Views: 5329

Although I have seen a lot of organizations where events are commonly handled through incident management, I think there is a distinction to be made. An event is not the same as an incident, but an event may be indicative of an incident. Events typically pertain to changes in status or usage of CIs....
by Marcel
Mon Feb 08, 2010 10:56 pm
Forum: Problem Management
Topic: Problem Managers that are technically clueless
Replies: 11
Views: 11904

Indeed, the Problem Manager role does not require extensive technical expertise. A Problem Analyst (i.e. the role that actually performs the investigation or prepares the solution) definitely should be a SME. The Problem Manager is more of a process driver and investigation facilitator. A good Probl...