IT Service Support: Problem Management

IT Infrastructure Library V2/V3 and IT Service Management discussions
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ManU
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IT Service Support: Problem Management

Post by ManU » Tue Oct 13, 2009 10:15 am

IT Service Support: Problem Management

Definition
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.
chart2.png
Problem Management Product URLs
RT http://bestpractical.com/rt/
OTRS http://otrs.org
Bugzilla http://www.bugzilla.org
Double Choco Latte http://dcl.sourceforge.net/
Liberum Help Desk http://www.liberum.org/
Savane https://gna.org/projects/savane
Microsoft System Center: Service Manager http://www.microsoft.com/systemcenter/s ... fault.mspx
dotProject http://www.dotproject.com
Thanks
MANU PHILIP
Microsoft MVP(Exchange Server)
| MCITP | MCTS | MCSA | ITIL V3 |
TechNet Forums Profile: ManU

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