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Problem Management Function

The Problem Management function is a core process in IT service management (ITSM) that focuses on identifying, classifying, and resolving the root causes of incidents and problems. Its primary objective is to prevent incidents from recurring and to minimize their impact on IT services and business operations.

Key Responsibilities of Problem Management:

Benefits of Problem Management:

Examples of Problem Management in Practice:

References:

Here are some tools and products that can help with Problem Management Function:

1. ServiceNow Problem Management:

Features:

2. BMC Helix Problem Management:

Features:

3. Atlassian Jira Service Management - Problem Management:

Features:

4. Ivanti Service Manager - Problem Management:

Features:

5. CA Service Management - Problem Management:

Features:

These tools provide comprehensive capabilities to support various aspects of Problem Management, including problem logging, categorization, root cause analysis, knowledge management, and collaboration.

Some related terms to Problem Management in IT service management (ITSM) include:

These related terms are all part of a comprehensive ITSM framework that aims to deliver high-quality and reliable IT services to customers.

Prerequisites

Before you can effectively implement Problem Management Function, several key elements need to be in place:

Ensuring that these elements are in place will lay the foundation for an effective Problem Management Function that can proactively identify, investigate, and resolve problems, minimizing their impact on IT services and business operations.

What’s next?

After implementing Problem Management Function, the next steps involve continuous improvement and expansion of its capabilities to enhance the overall effectiveness of IT service management:

By taking these steps, organizations can continuously improve their Problem Management capabilities, proactively prevent problems, and deliver high-quality and reliable IT services to customers.