IT Service Management

Do You Have a Problem Management Function?

I thought I'd post this week about Problem Management, and pose the question: Do you have a Problem Management function? (And if not, why not?).

I'll start by giving a definition of what a Problem is: It's simply something that affects IT services where we do not understand the cause. An example I always give is this: suppose that your main database server fails (let's say with the Blue Screen of Death). You raise an Incident, reboot the server, and resolve the Incident once normal service is restored. You don't know why the server failed.

More on Configuration Items

[Posted by site admin in George's absense, filled by email] My previous post on Monday referred to what should be in the CMDB, and in particular I mentioned virtual Configuration Items.

When starting with a CMDB, a lot of Service Desk/Helpdesk professionals seem to focus on ‘tangibles’ – server hardware, network devices such as routers, and network links such as ADSL and MPSL. Whilst worthy, these may only tell half the story.

What should be in the CMDB?

Well I though I would start my first blog entry with a question – what should go into your Configuration Management Data Base? (I’ll leave the question of why the Service Desk needs a CMDB for another time.)

There are lots of valid ways of approaching this for Service Desks/Helpdesks using ITIL. One of the best ways of approaching this is to say:

Q: What is a Configuration Item (CI)?

A: It’s something that we may wish to subject to Change Control.

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