Download presentation
Presentation is loading. Please wait.
1
Author: Brett Andrews, OPTECISM Ltd
Processes Problem Management Includes – Reactive problem management Proactive problem management Problem identification Recording, classification & prioritisation Investigation & diagnosis Resolution & closure Reactive PM – restoration of 1 or more incidents where IM achieved no resolution Proactive PM – trend/common issue analysis; engage suppliers regarding KEs (Known Errors) See the associated video on YouTube channel Objective – To reduce service disruption by identifying and eliminating incidents through root cause analysis Author: Brett Andrews, OPTECISM Ltd
2
Author: Brett Andrews, OPTECISM Ltd
Processes Problem Management Links to – Configuration Management Incident Management Change Management Service Level Management Availability Management Capacity Management Information Security Management Config Mgmt – obtains status history of CIs and provides CI data for problem investigation; provides problem data to Config Mgmt Incident Mgmt – receives data for impact assessment & investigation; provides updates on investigations to IM Change Management – advises where incidents result from change Service Level Mgmt – receives SLTs; provide volume & SL achievement data Availability Mgmt – provides details affecting availability, i.e. service disruption Capacity Mgmt – provides details of where incidents relate to capacity Security Mgmt – provides details of Information Security incidents Author: Brett Andrews, OPTECISM Ltd
Similar presentations
© 2025 SlidePlayer.com. Inc.
All rights reserved.