Showing posts from April, 2010
- Other Apps
Hank Marquis writes in Major Problem Reviews in 6 Easy Pieces: "If you are ITIL® certified then you remember Major Problem Reviews (MPR). You may still remember that Problem Management performs a MPR after resolving a 'major problem' to identify: What was done rightWhat was done wrongWhat could be done better next timeHow to prevent the Problem from happening againThe benefits of MPR are many, including reduced staff workload and higher quality operations. However, aside from the above, the ITIL offers no specifics on how to perform a MPR."
- Other Apps
Read about Expanding the Expanded Incident Lifecycle by Janet Kuhn, Vice President, itSM Solutions LLC: "A key to improving the quality of IT service begins with understanding and utilizing one of ITIL’s simplest concepts - the Expanded Incident Lifecycle. If you have attended an ITIL Foundation course, you undoubtedly remember the slide depicting the Expanded Incident Lifecycle (below). That is the graphical timeline that starts with an Incident on the left, progresses through the various stages of diagnosis, repair, restoration and closure, and then continues to the next Incident." This is a great article and builds on a number of posts about the topic on this blog.