Every Incident a Problem!

One interesting concept came out of a conference was: There should to be a problem Ticket associated for every Incident Ticket! A really out-of-the-box thinking.
But this looks like a very good opportunity to account for (and work-out solution to) every weakness in the IT Infrastructure. As the incident tickets are associated with an existing solution or a potential solution, we are sure that we are "doing" something about all the current and potential issues. This would also include capacity bottle necks and individual issues (such as training on a software module). Not to mention the ability of Service Desks to refer the "solution" from the problem analysis and increase the "FTR" ratio.
The only issue here will be the practicality of the association plan and the ability of the Problem management Teams to handle the volume. However, Management willing, these issues can be systematically tacked and then, the long term benefits will be immense. Like all great ideas, it is important that the metrics to be difined, baselined and measured against the benefits after the "test" period.

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