incident trending

Discussion on issues related directly or largely to ITIL problem management.
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elbow
Senior Itiler
Senior Itiler
Posts: 36
Joined: Sun Feb 13, 2011 7:00 pm

Tue Nov 24, 2015 2:55 pm

hello gents, ladies.

Some methods i have used to gather data around incidents, so looking for trends and some proactive work:

run reports from the incident logging tool
speak to resolver teams - understand their pain
Speak to the help desk and also collect their own incident reports
speak to customer service - complaints not logged

Proactive
prev resolved problems - apply solution to same CI's elswhere in the infrastructure
Risk register
bug data from manufacturers

Does anyone use other methods i have not though of?
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