Lord of the Infrastructure: A Roadmap for IT Infrastructure Managers by Art Carapola

Author:Art Carapola [Carapola, Art]
Language: eng
Format: epub, pdf
Publisher: NewVista Advisors, llc
Published: 2016-03-26T23:00:00+00:00

Problem Management reviews start by creating a Problem Management Report form. This is a document that captures all of the known facts of the failure. It should be completed immediately after a service interruption has been fixed by the people that directly worked on the issue. It is the information that is contained on this form that provides the basis of the Problem Diagnosis and Resolution.

Problem Management must be scaled to the size of your organization. Very large organizations sometimes have entire groups devoted to pursuing the underlying causes of repetitive issues. A small business may task specific individuals with performing a Root-Cause-Analysis of a repetitive problem occurring in their specific space. You must define a Problem Management Report that is appropriate for your organization. There are plenty of templates out on the internet to get you started. Understand that, especially in a company of any significant size, a formal Problem Management Function will require resources to focus on the investigations; however, whatever the size of your company and the resources you devote to Problem Management, the impact of improved availability and performance will make devoting these resources worthwhile.

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