The ability to meet these challenges is dependant on the speed and flexibility of the organization.
The ability to cope with more changes at the business level will be directly impacted by how well IT Departments can remove known errors so as to prevent repetitive loss of service due to recurring incidents. (Reader, here you can describe a missed opportunity, due to slow Problem Management or a process dragged down by bureaucracy) Noticeable increases in the potential productivity of end users and key personnel through less interruption, higher quality services and less diversion from planned tasks due to problems and known errors not being dealt with correctly. The goal statement of Problem Management is to reduce the negative impact of Incidents, Problems and Errors.
By the very nature of this statement we can expect less user interruptions.
Whether end users and staff take advantage of this reduced down-time is not an issue for IT professionals to monitor.
Knowing that we have made more working time available is what we need to publish – NOT productivity rates. An ITIL Problem Management process will guide you towards understanding the financial implications of known errors. This has real benefits as it may prevent an organization from starting a change then losing money later as they realize the funds are simply not available for completion or there was no reason to remove the known error in the first place. Aides in improving the security aspects of the organization with respect to IT.
This is because a security manager or security responsible person should be on the problem team, especially for major, high potential impact problems and known errors. The Problem Manager will ensure that the risks of the change to remove a known error have been fully assessed prior to starting the change. Risk assessment methodologies form part of other ITIL processes, but the Problem Manager has a responsibility of making sure that all potential impact areas have been addressed. With a sound Problem Management process we can expect an overall declining rate of incidents as more and more problems and known errors are being identified and removed.
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