Problem Management — examples

Managing problems can often require a lot more than knowledge of the problem itself. In particular, getting useful and timely responses from the people that want the problem solved can be the most difficult part of the task.

Consider the following actual series of events.

The requester waited a total of less than one week for the work to be done, while the people working on the request have waited a total of nearly three months for responses from the requester.

When the software is finally required for production and it doesn't work right, guess who's going to be blamed for taking so long to complete the simple task?

And notice that even when information was given, it was far too general to be useful: things aren't perfectly smooth on these computers. What things? Which computers? And how aren't they smooth?

Clearly there is a lack of standards for who is responsible for what. In particular, the help desk could have done far more to ensure that useful and timely information was communicated to the people responsible for doing the work.