05b - Problem Management

The incident management process seeks to rapidly restore service for the user. In some cases, this means using a "workaround" to restore some capability without actually resolving the underlying problem. When this happens, and once service has been restored, the service provider must perform a root cause analysis to identify and fix the underlying root cause for the incident so that future service interruptions can be avoided. Module 05b, Problem Management, provides the process framework for determining this root cause and developing a solution to correct the problem. There is also a proactive aspect of Problem Management which identifies sources of potential incidents and resolves the root cause across all affected systems in the client base.

• Fewer recurring service interruptions resulting from underlying faults that have not been addressed

• Less effort spent on resolving incidents that could have been avoided in the first place

• Module overview plus 7 pages of detailed 11 x 17" process maps in hard copy and PDF format

• Personalized for your company; see details and license agreement below