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Problem management is an ITSM process which aims to minimize the adverse impact of incidents and problems to the business caused by errors within the IT infrastructure, to prevent the recurrence of incidents related to these errors, and establish the root cause of incidents and initiate actions to improve or correct the situation. Generally speaking, the service desk is not responsible for problem management, but it can have a close relationship with the process.
Incident, problem, and change management are three common processes which are relevant to the service desks and are an integral part in keeping any organisation running. While service desks are mostly involved with incident management, the inputs and outputs of this tie it to other processes, most notably problem and change. These three processes, when refined and integrated, can create an efficient service and improve the throughput of support teams.
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Contents
• Introduction
• Best Practice
• Effective Problem Management
• Other management processes
• Proactive Problem Management
• The future of Problem Management Conclusion
