Problem Management
In this chapter, you will be introduced to the problem management capability specifically, and how it’s part of formal service management. This includes the governance (purpose, objectives, and policies), the execution (the roles and responsibilities, activities, and metrics), and the enablement (accelerating, integrating, and supporting technology) of the capability. This capability enables an organization to learn how to apply various techniques to identify root causes and determine the best permanent solution to resolve them, reducing the impact of known errors and eliminating those errors, and improving the overall quality of the services being delivered.
In this chapter, we’re going to cover the following main topics:
- Purpose and objectives
- Policies
- Process terms and definitions
- Process inputs and outputs
- Process activities
- Roles and responsibilities
- Key process indicators
- Process integrations
- Technology...
