problem

Riddle me this: matching ITIL theory to the real world

skeptic — Fri, 21 Oct 2011 13:53:12 -0600

Calling all you ITIL theorists, philosophers, pontificators and pundits. Marty is back: our follower from the real world, trying to make sense of ITIL on its home grounds, the operations of big iron batch computing. Marty asks what happens after a service is restored? What does ITIL call the function of undoing the damage done while a service was unavailable? I have a view - of course - but I'm going to stay quiet - for a while- and hear what everyone else thinks. So have at it.

ITIL Problem versus Risk

skeptic — Wed, 23 Mar 2011 02:44:45 -0600

It was one of the great ITSM philosophers, Jan van Bon who first explained to me that Problem Management is but a special case of Risk Management.

In a purist theoretical sense he is right, but on a practical level I think the distinction is useful. It is certainly entrenched.

Problem detection is everyone's duty

skeptic — Mon, 26 Apr 2010 02:27:43 -0600

When a train rolls by, the guys on shovels and brooms, track gangs, crews on the ground, crews on other trains, clerks, station-masters, everyone stops and watches the train and waves to the crew on board. Lazy? Hell no.

Shit happens, or how I learned to love the incident

skeptic — Mon, 08 Feb 2010 02:43:04 -0700

Complex systems are by definition broken. They will always break and sometimes they will break when everybody did what they are supposed to. Fixing the problem won't necessarily reduce the risk of another incident.

We should create the problem record right up front in an incident

skeptic — Mon, 28 Dec 2009 01:55:02 -0700

A BOKKED post three months ago drew a lot of attention. It was about the disconnect between Incident and Problem Management in ITIL V3 Service Operation. [See also the ITIL Wizard stirring the pot about Major Incidents] I've just discovered a response to that post which has popped my brain with its simplicity and clarity

ITIL V3 Service Operation disconnect between Incident and Problem Management

skeptic — Mon, 07 Sep 2009 02:40:26 -0600

There seems to be a major disconnect between ITIL V3 Incident and Problem Management.

Say it ain't so!! ITIL V3 Incident and Problem processes do not determine the affected service

skeptic — Tue, 11 Aug 2009 21:15:17 -0600

This BOKKE (body of knowledge known error) has been posted for a day or so, hundreds of views. I was sure someone would say "no you idiot, service impact analysis is right here" but not one. It seems to be true.

Incidents overwhelm problems

skeptic — Sun, 01 Mar 2009 14:49:51 -0700

Problems suffer from the important/urgent dilemma. They are very important but struggle to get attention in the less mature shops over the incoming bombardment of incidents.

This is over simplistic but cute

Defining terms in Root Cause Analysis - let's be clear what we mean

skeptic — Sun, 27 Jul 2008 16:35:12 -0600

We have a great discussion going regarding Root Cause. As usual so much comes down to precise definition of terms. What does Root Cause mean?

Root Cause Analysis can't be done by machines

skeptic — Fri, 25 Jul 2008 21:51:27 -0600

Vendors are making a fuss about their Root Cause Analysis (RCA) features in their tools. People Process Things once again: who says Root Cause is in the technology?