Those who have ever taken ITIL training know the toughest part is to explain people difference between incident and problem, it is very easy to explain every other difficult concept of ITIL to people but incident Vs problem is always a tricky one. Looking at a practicle example suppose every day when you come from office to home , you wife opens the door, takes your laptop from you , offers you a gilass of chilled water , this is standard operating procedure which is followed on your returning but what if one day to your surprise it did not happen , you came home and there was no one to open door, take your bag and make you comfortable , is this a problem ?
In ITIL terminology , this is a disruption from daily standard operating procedure hence it is not a problem , realisticaly if you think your wife may be caught up in some other work or she may be out to buy vegetables in grocery store near by , this was just one off incident , specially if you see that from the next day onward you are back on the same routine । But if next day also same incident is repeated and even after that you do not get the expected reception on your home coming than there are multiple occurances of the same incidents pointing to one common root cause and thats a problem for you so ITIL would take it into problem management process.
Now once you have realised that this is a problem , you would have to resolve it and for resolution you would need to do a root cause analysis , after putting some stress on your head and talking to your wife you realised that the root cause of this cold reception may be because she has been doing it from so long but you never care to talk to her about her day instead
you switch on TV and engross yourself on useless breaking news of 24X7 news channels. Now this problem ( having identified root cause) becomes a known error for you and it seems for solving it you would need request for change to change the standard operating procedure , now instead of turning to TV on your arrival you would rather have a small chat with your wife
and find out how was her day .
Even if this approach does not solve the problem than you have two alternative one is to do a functional escalation that is to escalate some one who is higher in authority and can handle the problem in this case it may be your father in law or mother in law who. Otherwise you can do a hierarchical escalation to a person who is expert in this type of problem , it may be your sister or brother in law.
See ITIL is even relevant to daily life !
1 comment:
It’s not advisable to follow such processes for relationships as they are way too complicated. And by the time you identify the problem and act on it, the problem would have escalated to a much higher level and there is a high probability that one will not be able to solve it successfully.
Many times it’s better to use the lesser common thing called the “common sense” and at times even gut feelings.
Such processes are just a outline and framework not a law that have to be followed religiously. It’s good to know about them but it is also important that you are intelligent enough and smart enough about using them too as nothing is sacrosanct.
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