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Problem Management

More variables, more problems

5 Tips for Getting Started with ITIL

It would probably require a magic lamp and maybe a monkey’s paw in order to implement every single aspect of ITIL into your business. Since lamps and paws are in low supply, it means you have to start smaller with your implementation. In a post at his blog, Joe the IT Guy shares five tips to get started with ITIL adoption in a practical way: Establish a formalized service desk. Identify root causes. Manage your …

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How Anyone (Even You!) Can Improve Problem Management

The value realization that problem management brings to the table in the reduction or elimination of incidents is something that, unfortunately, is left as an afterthought in many cases. As I mentioned in previous articles, incident management is driven by the “hero” mentality, where change management is seen as a function of audit and compliance. For right or for wrong these are the realities, and teams may see more of a requirement to perform the …

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Just Maybe, Problem Management Is Not Needed

When there is a problem, you fix it. This seems simple enough. But what if there is a better solution, one in which you do not have to “fix” anything? In a post at his blog, Joe the IT Guy considers how this relates to ITIL. Not a Problem? Imagine the unthinkable happens: There is a gas leak somewhere in the pipes in your home, but you do not know where. For a friend of …

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Fear Has No Place in Post-Mortems!

I was recently reminded about learning from mistakes when I was watching my son draw a picture of a car. As he was contouring the shape for the hood he stopped abruptly and had a distinctly irritated scowl on his face. I recognized this as the beginnings of a drawing being crumpled and chucked into the bin. I asked him what was wrong, and he said that the roof was too long and the hood …

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Problem Management Is Not the Incident Graveyard

Where do ideas go to die? Well, it is not problem management! Problem management is a place for problematic projects to be analyzed and given the extra oomph they need to be successful. In a post for Service Management Journey, Ryan Ogilvie examines this misused asset. Reframe Your Perspective The root of problem management’s troubles is that organizations too often are looking at it from the wrong angle. Most of the time, it is viewed …

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Unlike Scotch, Problem Records Do Not Get Better with Age

At a recent service management event I met up with a friend who is a problem manager, and as practitioners do, they tend to vent about one issue that they are facing in their organization. We started talking about a problem record that they had open and how it seemed it was never going to be closed off. Digging a little deeper, I asked why it was still open. “You know…the root cause of this …

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8 More Tips for Getting Started with Problem Management

There are plenty of misconceptions about problem management, and Joe the IT Guy is here to bury them all – or at least dispense with another eight of them. You can take as many pages as you want from the book of ITSM best practices, but it takes an expert to deliver the whole story. Problem Management – Unpacked Justify it. Establish a baseline. Train your team. Get the right people. Craft original metrics. Allow …

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8 Tips for Getting Started with Problem Management

Corporate IT functions report high problem management success rates (often two-thirds). But don’t be fooled by the industry reports. What they are more likely doing, says Joe the IT Guy in a recent post, is conducting post-mortems without, “systemic or proactive problem management.” Define “Problem Management” But what is, in essence, “real” problem management? Joe cites AXELOS, which defines it: The process responsible for managing the lifecycle of all problems. Problem management proactively prevents incidents …

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Problem Management: Is Your Money Going Down the Drain?

Like most everyone in a typical IT organization, you are “invited” to regularly discuss customer alignment. In many cases this is a bunch of IT people gathered in a large boardroom discussing what they “think” that really means. In some cases there may even be actual discussions with representatives from the business. Unfortunately, this could also be a discussion with disjointed IT functions in a crowded room with maybe a motivational poster on a wall. …

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‘Pumping Up’ Problem Management

What if Arnold Schwarzenegger came to assist your IT outfit? What would he have to say about your problem management process? “Puny!” It’s easy to emulate the hulking achievements of incident management. Doing visible good deeds will make you seem like a hero in comparison. In his blog, Service Management Journey, Ryan Ogilvie gives an example of how problem management can bulk up to become a more visible and powerful presence in the organization. Puny …

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