IT service process
Identify actions to avoid Problems (Proactive Problem Management)
Problem Management
Description
Referenced process
Identify actions to avoid Problems (Proactive Problem Management)
Description
In order to direct scarce resources for Service Support most effectively, it is worthwhile investigating which Problem areas are taking u most support attention.
Following information must be taken into account:
- the volume of Incidents,
- the number of Customers impacted,
- the duration and related costs of resolving the Incident,
- the cost to the business.
This approach avoids concentrating effort on a group of Incidents, that may be relatively large in number but do not cause a high impact on the level of service provided, instead indicating that it may be more profitable to investigate a small number of Incidents, that are having a very high impact on the business of the organisation.
After the Problem areas tat need most attention have been identified, Problem Management should initiate appropriate actions, like:
- raising an RFC
- providing feedback regarding testing, procedures, training and documentation,
- initiating Customer and Service Support staff education and training,
- ensuring adherence to Problem Management and Incident Management procedures
- process or procedural improvement.