left-svg
Bonus expert support worth $500
with the ISO 20000 Documentation Toolkit
Limited-time offer – ends June 30, 2022.
right-svg

Expert Advice Community

Guest

Metrics

  Quote
Guest
Diane R Created:   Jun 16, 2022 Last commented:   Jun 18, 2022

Metrics

Hi!  What would be the recommended SLA for problem management?  Based on some reading materials, the problem SLA should be patterned after incident.  However, this approach would mean that problems will also be addressed as quickly as possible.  The promptness of incident SLAs might not be applicable for problems as there is a need to determine the root causea and apply the permanent fix (either through change or otherwise).  In other organizations, there is a stabliization/observation period included in the problem management process.  Kindly advise how to go about this. thanks.

Assign topic to the user

ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

ISO 20000 DOCUMENTATION TOOLKIT

Step-by-step implementation for smaller companies.

Expert
Branimir Valentic Jun 18, 2022

In my opinion, Problem Management, and problem as a ticket, is different from incident(s). And it should be treated like that.

Namely, Incident management should be quick, getting back services to the user(s) as soon as possible. On the other hand, Problem Management, as you noticed, need more time (and expertise) to find the root cause and suggest an appropriate solution.

Therefore, I suggest defining Problem Management separately in SLA. I have a customer who defined problems as a separate activity and their customers have understood that problems have their own requirements. And customers are also motivated to have Problem Management in place because they expect that incidents will not reoccur again since Problem Management should take care of that.

Quote
0 1

Comment as guest or Sign in

HTML tags are not allowed

Jun 16, 2022

Jun 18, 2022

Suggested Topics

Guest user Created:   Jan 03, 2019 ITIL & ISO 20000
Replies: 1
0 0

Strategy Management

Guest user Created:   May 08, 2019 ITIL & ISO 20000
Replies: 1
0 0

Reporting in the toolkit