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Feb 6

ITIL® Problem Management – A Problem Shared is A Problem Halved!

February 6th, 2015 by

ITIL Five StagesThere have been a disproportionately high number of catastrophic IT incidents hitting the headlines this year, including major technology glitches at two respected US airlines and a prestigious UK bank.[...] Read More

Aug 30

Maintaining QOS with ITIL® Reactive Processes

August 30th, 2013 by

Maintaining consistently high Quality of Service (QOS) is critical for the success of any business. ITIL® best practices help many businesses ensure that their service quality remains top notch irrespective of variations in the economy, the changing marketplace, or financial pressures. The focus of these best practices guidelines is on managing existing problems by bringing about better control of IT services as a whole.[...] Read More

May 10

Problem Management Process

May 10th, 2013 by

Within ITIL®, Problems are defined as the unknown cause of one or more Incidents. The Problem Management process is responsible for managing the Lifecycle of all Problems that may occur during service operations. The main focus of Problem Management is to prevent any interruption from occurring and to minimize the effects of Incidents that cannot be prevented. Many times when a Problem occurs, the cause may not be immediately known; therefore, this process is responsible for investigating the root cause(s) of Incidents.[...] Read More

Dec 29

Examining Service Operation Processes: Problem Management

December 29th, 2011 by

Question Mark Made From Colorful CubesThe Service Operation phase of the ITIL® Service Lifecycle ensures that customers and users are receiving services at the agreed upon levels.  Service Operation is also responsible for maintaining the applications, technology, and infrastructure that support service delivery.  To help Service Operation achieve its objectives, there are five processes (Incident Management, Problem Management, Event Management, Request Fulfillment and Access Management) and four main functions (the Service Desk, Technical Management, IT Operations Management and Application Management). All of these processes and functions come together to play an extremely pivotal role in Service Operation.[...] Read More

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Oct 25

Service Operation Processes: Problem Management

October 25th, 2011 by

Red Successful Arrow Overcoming CRISIS Word BarrierProblem Management is one of the processes that you have to understand in order to fully comprehend the Service Operation phase of the ITIL® Service Lifecycle. ITIL is a great framework for any IT department or organization, and the Problem Management process is a critical part of that structure. Problem Management refers to the management of all Problems throughout the Lifecycle, including the prevention of Problems and Incidents through proper operations and activities that promote an error-free environment.[...] Read More

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Aug 12

Understanding Problem Management

August 12th, 2011 by

Time to ImproveProblem Management is a key process in the Service Operation phase of the Service Lifecycle.  Problem Management is responsible for managing the lifecycle of all Problems.  In ITIL®, a Problem is defined as “the unknown cause of one or more Incidents.” This process entails activities and analyses to identify the cause of Incidents, establish suitable resolutions and workarounds, and implement the proper resolution through the appropriate procedures, including Change Management. Problem Management works closely with Knowledge Management to maintain information about Problems and workarounds.[...] Read More

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