From the course: IT Service Management Foundations: Problem Management
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Selecting high-value targets - ITIL Tutorial
From the course: IT Service Management Foundations: Problem Management
Selecting high-value targets
- [Narrator] Do you find yourself constantly reacting with a never-ending backlog of cases to investigate and customers or executives demanding an RCA that's already late? Well, it's time for you to take a stand. It's going to be a scary one because you're going to have to explain to some people that they're just not that important. You're in for a treat. Let's discuss a controversial topic and get educated on how to select high-value targets. This will help you prove the value of problem management to the organization, improve your customer experience, and hopefully, after hitting those two goals, allow you to smooth things over after you tell your boss to leave you alone. Of all the metrics I find myself disagreeing with, the one that most bothers me is the idea that every incident of priority X requires a root cause investigation; or worse, the same statement, but with a time limit of like 48 hours on it. This to me…
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