How often do you find yourself standing on the side of a snow-capped mountain, frozen to the spot while helplessly looking up at the rapidly growing and descending snowball of your IT nightmares? Metaphorically-speaking of course, but hopefully you get the point. What started out as a potentially insignificant issue has snowballed into a much […]
IT guys are often happiest when something breaks and they have a root cause to find, investigate, and resolve. Sometimes, though, finding the cause isn’t necessary but it can be hard to resist. Let me tell you a story that shows what I mean. My neighbors once had an issue with their gas supply. During […]
Last week I posted a blog offering my thoughts and advice on getting started with problem management, based on the premise that it involves much more than just adopting a best practice IT service management (ITSM) process from a book. Today, I want to continue with even more.
I wanted to write a blog on how to get started with problem management to complement my previous blogs on getting started with incident management: 12 Tips For Getting Started With Incident Management – Part 1 12 Tips For Getting Started With Incident Management – Part 2 Then it dawned on me, getting started with […]
Ah problem management. I’ve written about it before (see the additional resources at the bottom) and I’m sure I’ll write about it again. It’s one of the less commonly-seen animals in the ITIL, the IT service management (ITSM) best practice framework formerly known as the IT Infrastructure Library, farm yard — with many ITSM professionals […]