Problem Management
Stopping problems before they occur.
Repeated incidents and major incidents are automatically addressed through Problem Management. The objective is to implement a permanent solution that prevents the incident from recurring.
A service outage report is the starting point of problem management. It kicks off the root cause analysis to identify the cause of the problem, not just the symptoms. The results are shared with the customer, and the engineering team engages together with an infrastructure architect in a SWOT analysis to evaluate the viability of remediation actions. The proposed solution will be discussed in the Change Advisory Board meeting.
A Corrective Action Plan is defined as part of the Change Management process and implemented as a component of the problem resolution.
What are the benefits?
Features