IT Systems Management (2nd Edition) by Schiesser Rich

Author:Schiesser, Rich [Schiesser, Rich]
Language: eng
Format: mobi
Publisher: Pearson Education (USA)
Published: 2010-01-27T16:00:00+00:00

Summary

This chapter began in the usual manner with a formal definition of problem management, followed by a discussion of the differences between problem management, change management, and request management. Following this we showed how problem management differs from incident management and we described the important role that the service desk plays in the problem and incident management processes.

Next was the core of the chapter, in which we looked at the 11 key steps to developing a robust problem management process. These included preferred characteristics of a process owner, areas that should be represented on a cross-functional team, a sample of prioritized requirements, a representation of a problem priority scheme, and examples of service and process metrics.

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