IT GovernanceProblem Management

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 Joe, this happened. They deduced that the leak was somewhere under the floorboards, which would mean a costly renovation along with a pricey gas fix. To their surprise, when the gas company came to fix the pipe, they did not “fix” it at all. Rather, they installed a new pipe that went around the house instead of under it.

This same mindset can be applied to ITIL. When there is a major incident, the problem management team could investigate and find a way to work around the problem. This workaround could then be implemented and the problem solved, which altogether eliminates the need for problem management.

In traditional ITIL, a workaround is perceived as a “temporary solution aimed at reducing or eliminating the impact.” But sometimes a workaround is in actuality a full solution, which is a great action. Resolving issues goes well beyond the fault of the incident and analyzes instead the delivered service. For IT, they want to develop the best solution that can help the greatest number of customers. This can be improved with the input of the customers. Sometimes, the best solution is to simply upgrade rather than work with old patches.

This type of thinking is very different from the traditional problem management approach, but it is one that IT should consider. You can read the original post here:

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