Suspicion or detection of a cause of one or more incidents by the Service Desk.Proactive Problem Management activities - triggered by activities seeking to improve services, and is generally conducted by Continual Service Improvementĭetection : According to the organization, problem detection can vary.Reactive Problem Management activities - typically triggered in reaction to an incident that has taken place.Problem Management are based on two concepts: Please consult Problem Management section on the ITIL® Glossary. Reduction in cost of effort in fire-fighting or resolving repeat incidents.Reduced expenditure on workarounds or fixes that do not work.This results in less downtime and less disruptions for the enterprise critical systems. Over time, this information is used to speed up the resolution time and to identify permanent solutions, reducing the amount and the resolution time of incidents. When incidents are resolved, the resolution information is saved. Problem Management works with Incident Management and Change Management to assure an improvement on IT Services availability and quality. Problem Management will also maintain information about problems and the appropriate workarounds and resolution, so that the organization is able to reduce the number and impact of incidents over time.Īlthough incident and problem management are separated processes, they are closely related and will typically use the same tools, and may use similar categorization, impact and priority coding systems. Problem Management includes required activities to diagnose the root cause of incidents and to determine the resolution to those problems. It is also responsible for ensuring that the resolution is implemented through the appropriate control procedure, especially Change Management and Release and Deployment Management processes. The main objectives are: proactively prevent incidents from occurring and minimize the impact of those that can not be avoided. Problem Management is the process that is responsible for managing the lifecycle of all problems. Problem Management is an ITIL® process that is part of the Service Operation phase: Problem Management - Octopus Module Introduction
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