Problem root cause: missing feature

Discussion on issues related directly or largely to ITIL problem management.
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Joined: Thu Feb 22, 2018 7:00 pm

Fri Feb 23, 2018 8:44 am

Problem ticket has been raised after repeated incidents were identified in a system.
The software vendor recorded incident and reported back a development requirement number, also providing an estimated release date.

Some questions I have on this scenario (best / common practice):
- How can problem manager monitor the actual release date from service provider vs the estimated date?
- How can problem manager advocate adoption of a new release and link the problem with a change request number raised to support upgrade to the new released version that is supposed to fix the problem?
- How can problem manager monitor UAT/status of the change to make sure the fix is in place, ultimately demonstrating that the fix is also effective post-release in the system?
- When should the problem get closed?

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