Clarity Service Management

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Problem Management: Action Items

  • 1.  Problem Management: Action Items

    Posted 04-28-2017 12:05 PM

    Is there functionality available in CA SDM to track action items identified during root cause analysis? or do I need to use a separate Word document, SharePoint site or other solution? Anyone have a template?



  • 2.  Re: Problem Management: Action Items

    Posted 04-28-2017 01:06 PM

    Hi Lars,

    Typically you would create a change order to track future action items that stemmed from a problem/request/incident etc.  You could also track it outside of SDM, but most folks dont - they just use the change order functionality for that.

    Hope this helps.

    Thanks,

    Jon I.



  • 3.  Re: Problem Management: Action Items

    Posted 04-28-2017 03:05 PM

    Not all of the action items require a change to the environment. Some of them are procedural or training items.

     

    The CA work instructions for step 4.4.3 - 4 talks about updating the Problem record and the RCA (See below). What is the RCA? A Root Cause Analysis document attached to the Problem Record?

     

    For example; 4.4.3 - 4: Close Problem Record.
    The Technical SME updates the Problem and RCA and notifies Problem Manager to review. etc.



  • 4.  Re: Problem Management: Action Items

    Posted 05-22-2017 01:04 PM

    I would create a RESEARCH function log entry and start it with the words ACTION ITEM.

    I had a reporting tool (Xtraction) which allowed me to extract Research Log entries for open Problems, that had the words Action Item.

    I have since abandoned that and have started to use TASKS in Problems, which is a lot easier.



  • 5.  Re: Problem Management: Action Items

    Posted 05-30-2017 12:00 AM

    I've created reports to identify it.