Created: Jun 16, 2022 Last commented: Jun 18, 2022

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ITIL & ISO 20000

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.

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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.

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Jun 16, 2022

Jun 18, 2022

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