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Problem Management - Helpdesk

Hi All,

I am new in this community.  I am wondering if anybody within the group has a work program for Problem Management, mainly the IT Helpdesk / Operations area. 

cheers,
YS
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(3 ratings)

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RE: Problem Management - Helpdesk

Hi YS

Use ITIL V3 documents -- that also contains the audit programs u need and
other documents -- in all areas of Helpdesk -- tariq



On Thu, Jan 17, 2013 at 10:27 AM, <[email protected]
> wrote:

>
> [Yee San - msg19msg] Problem Management - Helpdesk
>
> Reply to this email to post directly to this discussion.
> [image: warning] To protect your privacy please remove your signature
> and any automatically added content from your reply. Learn More <http://www.isaca.org/Knowledge-Center/Pages/Email-Enabled-Discussions.aspx>
>
> Submitted by Yee San <http://www.isaca.org/Profile/Pages/default.aspx?accountname=isgformprovider:562176>
> Hi All,
>
> I am new in this community. I am wondering if anybody within the group
> has a work program for Problem Management, mainly the IT Helpdesk /
> Operations area.
>
> cheers,
> YS
> ------------------------------
> View Discussion <http://www.isaca.org/_layouts/community/groups/DiscussionPost.aspx?id=19&WebId=e6ddd93a-5644-4aa1-bf9b-3de7cfdba7d2#comments> / Unsubscribe
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>
> Message Tracking ID:19;ID:19;
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> ISACA
> http://www.isaca.org
>
>



--
Dear All
Assalam O Alaikum

Thank you.

Tariq
-----------------------------------------------------------------------
Tariq Mahmood | | MBA, CGEIT, CISA, CISM, CRISC, MBCI,
ISO 27001 and BS 25999 Consultant
Lead IT Auditor at KPC
+965-6611-2545

Member of the Business Continuity Institute 2009

4,500 members in 90 countries
Promoting the art and science of Business Continuity Management Worldwide
www.thebci.org
Tariq MahmoodSocial at 1/17/2013 2:54:00 AM Quote
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(1 ratings)

RE: Problem Management - Helpdesk

Hi Tariq,

Thank you for your response.  Do you mind to share the link to the documents with me?

Appreciate for your kind assistance.

YS
Yee SanLively at 1/31/2013 12:24:55 AM Quote
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(1 ratings)

RE: Problem Management - Helpdesk

Hi Yee, Here are few links to sites with the process explained very clearly. Then you can adapt these processes to work within your organization. Hope it helps. 1) https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/problem_management/ITIL_a%20guide%20to%20problem%20management%20pdf 2) http://wiki.en.it-processmaps.com/index.php/Problem_Management 3) http://itlibrary.org/index.php?page=Problem_Management
Reyna RamirezLively at 11/10/2014 8:21:33 PM Quote
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RE: Problem Management - Helpdesk

We use the "Incident" ticket: associated to the Problem ticket. It associates the "Resolver Group" and the "Resolver Person" to fill out a Root Cause template. There are Operationa Categories (Infrastructure / Network / Switch or Business/Application/Improper technical assessment) Tracking the Problem Tasks through to Root Cause Root Cause then creates Permanant Resolution tasks to Include Switch Upgrade/Better Change (CAB) and or a Known Error list (KE).
Rob954Lively at 1/2/2015 4:35:35 PM Quote
You must sign in to rate content.
(Unrated)

RE: Problem Management - Helpdesk

We use the "Incident" ticket: associated to the Problem ticket. It associates the "Resolver Group" and the "Resolver Person" to fill out a Root Cause template. There are Operationa Categories (Infrastructure / Network / Switch or Business/Application/Improper technical assessment) Tracking the Problem Tasks through to Root Cause Root Cause then creates Permanant Resolution tasks to Include Switch Upgrade/Better Change (CAB) and or a Known Error list (KE).
Rob954Lively at 1/2/2015 4:35:35 PM Quote
You must sign in to rate content.
(Unrated)

RE: Problem Management - Helpdesk

Hi Yee, Here are few links to sites with the process explained very clearly. Then you can adapt these processes to work within your organization. Hope it helps. 1) https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/problem_management/ITIL_a%20guide%20to%20problem%20management%20pdf 2) http://wiki.en.it-processmaps.com/index.php/Problem_Management 3) http://itlibrary.org/index.php?page=Problem_Management
Reyna RamirezLively at 11/10/2014 8:21:33 PM Quote
You must sign in to rate content.
(Unrated)

RE: Problem Management - Helpdesk

Hi Tariq,

Thank you for your response.  Do you mind to share the link to the documents with me?

Appreciate for your kind assistance.

YS
Yee SanLively at 1/31/2013 12:24:55 AM Quote
You must sign in to rate content.
(1 ratings)

RE: Problem Management - Helpdesk

Hi YS

Use ITIL V3 documents -- that also contains the audit programs u need and
other documents -- in all areas of Helpdesk -- tariq



On Thu, Jan 17, 2013 at 10:27 AM, <[email protected]
> wrote:

>
> [Yee San - msg19msg] Problem Management - Helpdesk
>
> Reply to this email to post directly to this discussion.
> [image: warning] To protect your privacy please remove your signature
> and any automatically added content from your reply. Learn More <http://www.isaca.org/Knowledge-Center/Pages/Email-Enabled-Discussions.aspx>
>
> Submitted by Yee San <http://www.isaca.org/Profile/Pages/default.aspx?accountname=isgformprovider:562176>
> Hi All,
>
> I am new in this community. I am wondering if anybody within the group
> has a work program for Problem Management, mainly the IT Helpdesk /
> Operations area.
>
> cheers,
> YS
> ------------------------------
> View Discussion <http://www.isaca.org/_layouts/community/groups/DiscussionPost.aspx?id=19&WebId=e6ddd93a-5644-4aa1-bf9b-3de7cfdba7d2#comments> / Unsubscribe
> from this list <http://www.isaca.org/_layouts/SQTCommunityForum/Unsubscribe.aspx?UserID=14186&WebID=e6ddd93a-5644-4aa1-bf9b-3de7cfdba7d2&ListID=b7f73f72-2797-4885-898b-452f9ca445d2> / My
> Mailing Lists <http://www.isaca.org/_layouts/SQTCommunityForum/MyMailingLists.aspx>
>
> Message Tracking ID:19;ID:19;
>
> ISACA
> http://www.isaca.org
>
>



--
Dear All
Assalam O Alaikum

Thank you.

Tariq
-----------------------------------------------------------------------
Tariq Mahmood | | MBA, CGEIT, CISA, CISM, CRISC, MBCI,
ISO 27001 and BS 25999 Consultant
Lead IT Auditor at KPC
+965-6611-2545

Member of the Business Continuity Institute 2009

4,500 members in 90 countries
Promoting the art and science of Business Continuity Management Worldwide
www.thebci.org
Tariq MahmoodSocial at 1/17/2013 2:54:00 AM Quote
You must sign in to rate content.
(1 ratings)

RE: Problem Management - Helpdesk

Hi YS

Use ITIL V3 documents -- that also contains the audit programs u need and
other documents -- in all areas of Helpdesk -- tariq



On Thu, Jan 17, 2013 at 10:27 AM, <[email protected]
> wrote:

>
> [Yee San - msg19msg] Problem Management - Helpdesk
>
> Reply to this email to post directly to this discussion.
> [image: warning] To protect your privacy please remove your signature
> and any automatically added content from your reply. Learn More <http://www.isaca.org/Knowledge-Center/Pages/Email-Enabled-Discussions.aspx>
>
> Submitted by Yee San <http://www.isaca.org/Profile/Pages/default.aspx?accountname=isgformprovider:562176>
> Hi All,
>
> I am new in this community. I am wondering if anybody within the group
> has a work program for Problem Management, mainly the IT Helpdesk /
> Operations area.
>
> cheers,
> YS
> ------------------------------
> View Discussion <http://www.isaca.org/_layouts/community/groups/DiscussionPost.aspx?id=19&WebId=e6ddd93a-5644-4aa1-bf9b-3de7cfdba7d2#comments> / Unsubscribe
> from this list <http://www.isaca.org/_layouts/SQTCommunityForum/Unsubscribe.aspx?UserID=14186&WebID=e6ddd93a-5644-4aa1-bf9b-3de7cfdba7d2&ListID=b7f73f72-2797-4885-898b-452f9ca445d2> / My
> Mailing Lists <http://www.isaca.org/_layouts/SQTCommunityForum/MyMailingLists.aspx>
>
> Message Tracking ID:19;ID:19;
>
> ISACA
> http://www.isaca.org
>
>



--
Dear All
Assalam O Alaikum

Thank you.

Tariq
-----------------------------------------------------------------------
Tariq Mahmood | | MBA, CGEIT, CISA, CISM, CRISC, MBCI,
ISO 27001 and BS 25999 Consultant
Lead IT Auditor at KPC
+965-6611-2545

Member of the Business Continuity Institute 2009

4,500 members in 90 countries
Promoting the art and science of Business Continuity Management Worldwide
www.thebci.org
Tariq MahmoodSocial at 1/17/2013 2:54:00 AM Quote
You must sign in to rate content.
(1 ratings)

RE: Problem Management - Helpdesk

Hi Tariq,

Thank you for your response.  Do you mind to share the link to the documents with me?

Appreciate for your kind assistance.

YS
Yee SanLively at 1/31/2013 12:24:55 AM Quote
You must sign in to rate content.
(1 ratings)

RE: Problem Management - Helpdesk

Hi Yee, Here are few links to sites with the process explained very clearly. Then you can adapt these processes to work within your organization. Hope it helps. 1) https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/problem_management/ITIL_a%20guide%20to%20problem%20management%20pdf 2) http://wiki.en.it-processmaps.com/index.php/Problem_Management 3) http://itlibrary.org/index.php?page=Problem_Management
Reyna RamirezLively at 11/10/2014 8:21:33 PM Quote
You must sign in to rate content.
(Unrated)

RE: Problem Management - Helpdesk

We use the "Incident" ticket: associated to the Problem ticket. It associates the "Resolver Group" and the "Resolver Person" to fill out a Root Cause template. There are Operationa Categories (Infrastructure / Network / Switch or Business/Application/Improper technical assessment) Tracking the Problem Tasks through to Root Cause Root Cause then creates Permanant Resolution tasks to Include Switch Upgrade/Better Change (CAB) and or a Known Error list (KE).
Rob954Lively at 1/2/2015 4:35:35 PM Quote
You must sign in to rate content.
(Unrated)

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