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Help required - Tips for Problem Mgt process
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19/06/2014 at 15:08:02 GMT
Posts: 15
Help required - Tips for Problem Mgt process
A question 'any tips for Problem Management process without a problem manager or a problem management team?' was posed on our Twitterchat last night.

Can anyone help with answering this question?

Last edited 19 June 2014
26/06/2014 at 20:54:33 GMT
Posts: 3
You still need process ownership, management and education or the whole thing falls apart and is woefully inconsistent. Keep it simple to start off with raising P1 incidents as problems to get people used to the process. Get your service desk and techies looking for repeat incidents.

13/12/2014 at 07:34:00 GMT
Posts: 0
Good advice from Barry. Definitely get that owner identified, as at senior level as possible, and ensure the importance of Problem Managemnt to the organization is communicated widely from senior managers in all departments. This is where the analysis of repeat incidents will be useful, to start to build the case and to set meaningful targets.
Carry out some basic training in methods and techniques to give people confidence and to provide a foundation in consistency of approach. You will likely also find that you need to review your current incident classification and probably tighten up the closure codes and standard format closure comments in order to improve the effectiveness of the analysis process.

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