“Please
not again!!!” Srinivas Prabhu says as he looks Agastya’s eyes.
“Prabhu
..Srinivas, Let us understand his point of view and thought process on problem
management” Narasimha Murthy says to Srinivas.
“Problem
Management is always a gray area in our account” Adds Prashanth Tandon.
“Poor
guy Agastya, he is behind us to implement problem management practice from past
2 to 3 years; let’s understand the intent of it first” Rajeev says.
“In
a recent Gartner document (Improving IT Service Support with Incident and
Problem Management Integration), it states that only 20% of organizations
surveyed have well-integrated Incident
& Problem Management from a people, process and technology
perspective” Agastya says and continues “our organization is in the same group
as the other 80% of the companies in this Gartner survey”
“Will
Problem Management bring in breakthrough?” Praveen Gaur questions.
“Praveen
let’s understand the basics first; on why we need problem management practice
to be implemented in our account and what are the value additions” Teja says.
“True
teja, many of us does not even know the basics of problem management but we act
like we are the experts” Rajeev says as he looks at few managers seated beside
him in the conference room.
“Can
I explain” Asks Sujan.
“Sujan,
I thought you have done PMP and I don’t think PMP covers problem management aspects”
Nikhil asks.
“The
concept is generic; it depends on how you interpret and how one will apply in
Application development and Application maintenance scenario” Sujan provides
clarifications to Nikhil.
“Let’s
get on to the business” Prashanth interrupts the conversation, to make it more
specific to the identified initiative.
“Firstly,
we should understand the difference between incident and problem. The most
common mistakes we do in service industry are to treat a Problem like a “Big
Incident”” Sujan shares his thoughts.
“Very
true, we have tendency to treat incident as problem” Narasimha clarifies.
“The
key question to ask is “Can my user now work?” If yes, then close the incident
and if appropriate raise problem” Agastya explains.
“Can
you provide more clarity, I am bit confused” Rajeev asks Agastya.
“Objective
of incident is to restore service as quickly as possible, right” Agastya ask
everyone in the room.
“Right”
Everyone nods head with cheerful voice.
“Incident
ends when user is able to carry on with their job regardless whether or not the
cause is identified and resolved; right” Agastya asks again.
“Right”
once again loud voice was heard and few heads nodding to right n left side.
Nikhil
pitches in and says “Problem Management deals with solving the underlying cause
of one or more incidents; therefore, the emphasis of Problem Management is to
resolve the root cause and to find permanent solutions”
“”One
or more incidents”, perfect definition” Agastya says with smile.
Looks
like mugged up and came for the meeting Rajeev mutters.
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