Targeting Preventative Action Focus groups conduct walk through scenarios that simulate a wide range of potential possibilities that could lead to service failure.
Two categories of review: 1. “Post Implementation Reviews” (PIRs) following a change; 2.
Major failure review to look for process improvements. Major Problem Reviews Requests for Status can come from Change Management, Incident Management, Customers, Users, Vendors Monitoring Error Closure On many occasions once the technical specialists have discovered the (known) error and how to resolve it, the Change Management process is triggered.
As with many of the ITIL® processes there is no specific timing of when one processes hands off to another; indeed many processes run in parallel dealing with the same issue.
It is likely that a technical specialist will be part of the Change Management team and they will also be involved as part of the Post Change review. Problem Record Creation Date: The concept of end-to-end Service Management and Service Delivery is one that is very relevant for Problem Management.
The concept (which allows us to understand how many components go in to the delivery of a service to an end user) highlights the importance of tracking problems against all components and proactively looking for potential issues in all areas (not just the easily identifiable ones).
Raised by: Affected System: SLA x-ref: Close Date: Action Log ~/~/~ ~/~/~ Problem Type: Production Mainframe LAN Application Procedure Development Server WAN O/S ..other Unique ID # Workaround details ~/~/~ — Important note: Internationally recognized flowchart symbols are used when their use is unambiguous Decision Predefined process Stored Data Document Manual Operation This flow chart prepared by The Art of Service as a representative example.
Errors and Omissions Excepted ITIL is a Registered Trade Mark of the Office of Government Commerce, in the United Kingdom
Read more about ITIL : As with many of the ITIL ® processes there is….: