Problem Management


SUBMITTED BY: Guest

DATE: Oct. 26, 2013, 6:52 a.m.

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  1. The Problem Management process is intended to reduce both the number and severity of
  2. incidents and problems on the business. Therefore, part of Problem Management's
  3. responsibility is to ensure that previous information is documented in such a way that it is
  4. readily available to first-line and other second-line staff. This is not simply a matter of
  5. producing documentation. What is required includes:
  6. • The information to be indexed so that it is easily referenced by simple and detectable
  7. triggers from new incidents
  8. • Regular inspection to ensure the continued relevance of documentation in the light of
  9. changing:
  10. - Technology
  11. - Available external solutions
  12. - Business practices and requirements
  13. - In-house skills
  14. - Frequency and impact of recurring incidents
  15. - Interpretation of internal best practice
  16. • That the process should be subject to a detailed review
  17. • Staff using the information to be trained to understand the depth and power of the
  18. information available, how to access and interpret it, and their role in providing feedback
  19. on its relevance and ease of use
  20. • A suitable repository for the information, typically based on an integrated Service
  21. Management tool which can capture it at logging or first-analysis stage of the incident
  22. handling process.

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