Personnel – to resolve issues at 1st, 2nd, 3rd level support Accommodation – Physical location Software – Tools Hardware – Infrastructure Education – Training Procedures – to educate external consultants, etc. PROBLEM MANAGEMENT Why End users will face issues in their use of computer systems.
In ITIL terms we refer to these as incidents.
A “pattern” of incidents is a “problem”.
Failure to halt the recurrence of incidents leads to lost time and frustrated users.
Users who have to ask for the same issue to be fixed day after day will quite rightly lose their patience. Effective Problem Management halts the recurrence of incidents and has benefits to the individual and the organization as a whole. Objective The objective of Problem Management is to minimize the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents related to these errors. Activities Problem Management consists of two major processes: Reactive Problem Management – generally executed as part of Service Operation. Proactive Problem Management – initiated in Service Operation, but generally driven as part of Continual Service Improvement.
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