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Problems

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Robs_3
Collector

Problems

hey,
it is a very silly question --- how we can use the area "problems" ? i.e. which type of problems occur in problem?
5 REPLIES
steven_160
Collector

Re: Problems

hi,

robs if u dont assign point to the answer what u get no one is goin to answer you..

Am i right guys...

HTH

steven
Robs_3
Collector

Re: Problems

hey guys,
no probs for points
but i m appling ur suggestion
these r in process
as well as they completed i will defineitly
wht will be prob to give pts.
Ruth Porter
Honored Contributor

Re: Problems

Hi Rob,

SD has been designed to conform to ITIL Service Management best practice. ITIL recommends that you do Incident Mgt and Problem Mgt. Incident Mgt is about restoring service and Problem Mgt is about finding the root cause and preventing recurrence. So if reporting a PC gets the user working again you can close the incident but there is still an underlying problem to resolve.

This means that you can set up problem records to link incidents together to investiagte the root cause.

I would recommedn that you need to look at your processes before you start using this module.

If you want to know more about this try this web site http://www.itil.co.uk/

Hope this helps

Ruth
http://www.teamultra.net
Ruth Porter
Honored Contributor

Re: Problems

Whoops - sorry a typo - it should say

"So if REBOOTING a PC gets the user working ..."

Ruth
http://www.teamultra.net
Mark O'Loughlin
Honored Contributor

Re: Problems

Hi Rob,

Ruth is correct with the details provided.
We use Service Calls to to the calls that the helpdesk recieve. If they are recieving calls regarding outages or high impacting issues we create a Problem record and the service desk relate the service calls to this. We then use the problem record to manage the problem.
If level 2/3 identifies possible impacting problems they raise the problem record and provides the log number to the helpdesk which servers to make them aware of the problem and allows them to have someting to relate the service cals to.
We also use the problems to manage defects that although may not be causing service calls or incidents but stil need to be addressed by the business.

Generaly ITIL maps this out clearly but remember that the ITIL processes are guidelines and "Best Practice" and that you should implement you business needs / processes with ITIL as a framework / guide as opposed to letting ITIL tell you exactly what to do.

I hope this helps somewhat.
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