Of the 26 ITIL v3 2011 processes, two have measurable returns on investment. The other 24 are very hard to sell to upper management because the value produced by those processes can be very hard to quantify in real-world dollars. Look at Change Management. Most organizations implement Change Management because they had some very disruptive …
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This may seem a little ITIL 101 for some of you, but I think there is value in covering some of ITIL’s basic concepts in detail. ITIL asserts that you Prioritize issues (Incidents, Problems, Changes, etc.), and work on the highest Priority issues first. You then work your way down the list of issues until you …
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The true test of an IT organization’s maturity is how it reacts when a significant issue occurs. By significant issue, I mean that a large portion (or even the entire) organization’s ability to function is severely impaired due to an IT-related failure. What happens isn’t a test of any single group or process – it …
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Q:Can you give me a concrete example of Proactive Problem Management? A:Yes, as a matter of fact I can give you three. 1) The scenario I always used in training is the example where you run a large data center with many servers. You have been diligently logging Incident tickets when your servers have failed …
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From the ITIL Community Forum Q: I’m having some issues wrapping my brain around this particular scenario, given the information I found in the ITIL V3 definitions.Known Error: A Problem that has a documented Root Cause and a Workaround.Workaround: Reducing or eliminating the Impact of an Incident or Problem for which a full Resolution is …
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Determining Root Cause

March 29th, 2014 | Posted by Don Boylan in Problem Management - (0 Comments)

From the ITIL Community Forum Q: What does “root” means? for example, a network connection down because of network card is  broken. This is “root” or we need to dig deeper to find out why the card is broken….how many “why” we should ask… A: I have heard of the 5 Questions rule of thumb …
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From the ITIL Community Forum Q: When do you create a problem record? My opinion is, an incident goes through the 1st-level and 2nd-level. If it isn’t possible to solve the incident, the incident became an unknown-error. At this point I would open a problem record. A: There are three commonly accepted reasons of when …
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