ITIL Processes : Problem identification and recording link to Incident Management Problem classification….
Error control The proactive prevention of Problems Identifying trends Obtaining management information from Problem Management data The completion of major Problem reviews. Problem control Identifying the real underlying causes. Problem identification and recording (link to Incident Management) Problem classification – in terms of the impact on the business Problem investigation and diagnosis (link to all other ITIL processes) CLOSE problem before going into error control Error control: Identify and register Known Errors Assess Known Errors and identify possible solutions (if necessary!) Raise RFC to remove Known Errors affecting the IT infrastructure to prevent any recurrence of Incidents (link to Change Management) EMBED PowerPoint.Show.8 Proactive Problem Management Identifying and resolving Problems and Known Errors before Incidents occur. Trend analysis Targeting of preventive action. Trend Analysis
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