Ah problem management. I’ve written about it before (see the additional resources at the bottom) and I’m sure I’ll write about it again. It’s one of the less commonly-seen animals in the ITIL, the IT service management (ITSM) best practice framework, farm yard — with many ITSM professionals interested in talking, reading, or listening to others talk about problem management, but far fewer ever get round to doing what I would deem to be real problem management. So for me, problem management = lots of talk, not so much walk.
Read the article over at Joe IT Guy here.