Sometimes, service desk employees are a little too much like professional firefighters – reacting to incident after incident after incident. Problem management offers a solution: it prevents you from mindlessly fixing issues as they occur, because it makes you look for the underlying problem that causes these issues in the first place. Ultimately, problem management is an investment of time and money that will save you even more time and money over time.
ITIL problem management: can ITIL 4 finally fix the problem?
Many organizations only use ITIL problem management tools and techniques in a reactive way – usually in response to a major incident. And that’s a problem.
5 ideas for a better Problem Management process (step-by-step)
In this blog, I’ll go through some nifty ideas for everything from problem detection to logging your problems. It will be step-by-step based, so for some more over-arching best practices to keep in mind while implementing better Problem Management you can read my other Problem Management blog.
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