thirty | problem management
Turning nullronulllenulls Into nullronullt
nulliscovering the root cause of recurring incidents that
pnullague a nullusiness can nulle transformationanull null nullut can
pronullnullem management nulle turned into a pronulltnull
Wordsnull nullian nullanull
T
he goanull of pronullnullem management is your service desk and henullps you to move from head-on through defects managementnull
to nullnd the root cause of incidents a nullrenullghting to a proactive modenull Incidents nullThis is enullactnully the samenullnull states Frynull nullIt may
and reduce the impact on nullusinessnull nullwhich nulluicknully nullecome pronullnullemsnullnull are nipped sound okay to tacknulle incidents as they arise
nullndnull nully reducing that impactnull in the nullud nullefore they nullowernull and deanull with them in that waynull nullut itnulls notnull
the service desk null andnull nully enulltensionnull the nulls independent service management Itnulls costing the company money and stopping
nullusiness itsenullf null nullenenullts greatnullynull as there ananullyst nullanullconullm Fry points outnull nullItnulls anullnull peopnulle from workingnull nullnulliminating that nullust
are fewer interruptions to the organisationnulls very wenullnull having peopnulle on the service desk makes sensenullnull
processes and fewer resources are whose nullonull is to pick up the phonenull deanull
reanullnullocated to trounullnulleshooting what has now with the pronullnullem and put it down again as nullIt may sound okay to
nullecome preventanullnullenull even predictanullnullenull nulluicknully as possinullnullenull nullut thatnulls no way to run
tacknulle incidents as they
The outcome is a far greater opportunity to a nullusinessnull nullou need to prevent incidents
concentrate on those activities that contronull from happening in the nullrst pnullacenull If there arenull
arise and deanull with them
costsnull nulloost productivity andnull yesnull manullimise saynull 5null to 6null incidents occurringnull that is not
in that waynull nullut itnulls notnull
pronulltanullinullitynull something a company can anullnullow to continuenull
nullut what enullactnully is pronullnullem management nullecause itnulls a huge drain on resourcesnull
Itnulls costing the company
and why is it so important to the service nullroactive pronullnullem management has to nulle money and stopping
desknull nullssentianullnullynull pronullnullem management used to deanull with thisnullnull
peopnulle from workingnull
is a proactive approach that prevents the nullere this to nulle happening in the wornulld of
nullanullcom Fry
recurrence of incidentsnull It nullrings strategy to engineeringnull for enullampnullenull it wounulld nulle tacknulled
nullo reverse that situation and costs
fanullnullnull peopnulle are more productive nullas
Impossible to fix?
the nullrenullghting of endnullessnully recurring
Never. I must
incidents nullecomes a thing of the pastnull and
discover the cause
pronulltanullinullity inevitanullnully risesnull nullhich must
of the problem...
mean most companies now have a pronullnullem
management strategy in pnullacenull rightnull nullrongnull
nullInulld say very few companies are doing this null
maynulle 1null-15nullnullnull Fry estimatesnull
nullaretonulls nullnullnullnullnull Rnullles
nullhy shounulld that nullenull when pronullnullem
management yienullds such rewardsnull nullccording
to principanull nullecturernull trainer and consunulltant
nullen nulloffnull an ITInull and service management
enullpertnull itnulls anullnull anullout the day nullonullnull nullItnulls
the nullareto nullrincipnulle in actionnull the nullnullnullnullnull
runullenull where the nullunullk of situations that get
addressed are those of nullesser impact null the
nullread and nullutter activitynullnull
The thinking isnull nullnullenullre anullnull too nullusy to
take time outnull If it happens againnull wenullnullnull nullook
at itnullnull Then therenulls the nullcannullt nulle nullotherednull
approachnull The incident is over and done
withnull itnulls in the pastnull nullnullhat you have to
rememnullernull thoughnull is that it winullnull null and does
null come nullacknullnull nulloff warnsnull Finanullnullynull therenulls
october.november | 2009 www.supportworld.co.uk
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