The ITIL Weblog is proud to present you the Powerpoint and PDF presentation about Problem Management process. It took a while to publish this one, but as I told you we’ve been switching from hoster and that took some time. Enjoy this introduction.
Introduction to Problem Management
It is the intent of Problem Management to find Known Errors in the IT Infrastructure.
Everything you do within this process is focused on:
- Finding what the Known Error is (Problem Control & diagnosis)
- Identifying alternative solutions for the removal of the Known Error (Error control)
- Raising a request for change (RFC) to request for the deletion to happen
- Checks after a change is performed to see that the Known Error is gone
The Problem Management process also has an element of proactive troubleshooting. The concept here is to identify and facilitate the removal of errors before they manifest themselves as end-user complaints or queries.
The free download section
- Introduction to Problem Management (.PDF format created by OpenOffice)
The Buy-us-a-beer download section
- (.PPT format created by OpenOffice)
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