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Getting Started with Problem Management
August 18th, 2009 by Dan
“Houston, we have a problem!” Actually, it was more of an incident. But let’s not go there. We like to think of problems as “things that you know are wrong” with particular systems or services. The idea behind problem management is to minimize the impact of these problems on the organisation. To the newcomer, there [...]
Effective Problem Management
March 11th, 2009 by Greg
I went along to February’s monthly itSMFnz seminar here in Wellington a week or two ago. There was a really good presentation on problem management by Mark Faircloth from HP. It was a perspective from the presenter’s practical experience. The key things he focused on were: If you can’t identify the cause of an Incident, [...]
I’m sure I’ve come across this before!
February 19th, 2009 by Greg
So often we know we’ve come across the same issue in the past. So often using traditional defect or incident management tools we can’t find that issue again. So often that causes a lot of wasted time. A good service management tool needs to actively assist you to find related or previous issues. Not only [...]