Problem Management is structured to address the causes of incidents which pose the greatest risk. (Negative risk) Therefore it focuses on the heavy hitter recurring service affecting events; it doesn’t find the root cause or permanent fix for every incident. Success is measured in terms of what has been removed from the environment.
- How many problems are identified and removed from our IT environment.
- Problems which have a status of resolved and closed.
So let’s walk the process, for problem management.
Read the article over at AntiClue here.