Q:
Problem Management
I recently became a problem manager. Our problem mangement process needs some improving. We currently use CA Service desk to log all problem records. We also have problem review meetings, weekly problem meetings. Each of these has it's own word docment for the agenda and meetings minutes. Part of my job involves updating the meeting minutes, weekly problem meeting agenda, weekly problem meeting minutes and the ticket in CA. this is the way it was done before I took the job. I am just wondering how others track and document their problems as I am looking at better ways to do this
ASKED:
Jun 17 2008 10:31 PM GMT
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A:
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There are many aspects to PM and our goal would be to help you understand the most effective method of finding the root cause of these problems and then implement a procedure to allow these root problems to be resolved. This way, with a few small changes to a device, procedure, practice, method, etc… there are no more problems, hence no more issues, hence a more effective support mechanism and happier customers. We use Unicenter Service Desk for all our Problem Management needs.
Eric
4utechnologies.com
