IT Service Support: Problem Management
Incidents cost organizations time and money, and incidents that reoccur cost even more. Users become frustrated and IT funds are wasted because the same problem must be investigated and resolved repeatedly. A better approach is to determine which incidents reoccur, investigate the cause of these incidents, and address the root causes rather than the symptoms. This is the realm of Problem Management. There are several activities associated with Problem Management, including:
• Problem and Error Control. Identifying and investigating problems and errors within the environment.
• Proactive Management. Identifying problems and errors before they occur.
• Report. Providing management information about Problem Management quality and operations.
Problem Management is directly related to Incident Management. In general, most problems addressed by Problem Management are initially generated within Incident Management. The two processes differ in that Incident Management is more concerned with a fast resolution process–even if only the symptom is addressed–while Problem Management focuses on root cause analysis of the underlying issue. This type of
resolution may require a considerable amount of time.
Table provides a review of the capabilities of each product to address the ITIL activities for Problem Management.
Problem Management Product URLs
Double Choco Latte http://dcl.sourceforge.net/
Liberum Help Desk http://www.liberum.org/
Microsoft System Center: Service Manager http://www.microsoft.com/systemcenter/s ... fault.mspx
IT Infrastructure Library V2/V3 and IT Service Management discussions
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