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- Why problem management?
- To resolve problems quickly
- To ensure resources are prioritised to
resolve problems in the most appropriate order
based on the business need
- To proactively identify and resolve problems
and known errors thus minimising incident
occurrences
- To improve the productivity of support staff
- To provide relevant management information
- Responsibilities
- Problem control
- Problem identification and recording
- Problem classification
- Problem investigation and diagnosis
- Error control
- Error identification and recording
- Error assessment
- Recording error resolution
- Error closure
- Monitoring resolution progress
- Assistance with the handling of major
incidents
- Proactive prevention of problems
- Trend analysis
- Targeting support action
- Providing information to the
organisation
- Obtaining management information from
problem data
- Completing problem reviews
- Training and Planning
- Good problem management relies on an efficient
incident
management process, so implement in parallel or
immediately after incident management
- If resources are scarce concentrate on problem
and error control (reactive), and leave proactive
problem management until later, after service
monitoring activities are in place and base data
captured
- Focus on few key problems that are causing the
greatest pain to the business. 20% of the problems
can cause 80% degradation of service
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