ITIL Problem Management
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.