Role
Problem Support
ITIL Role model
Description
Description
Problem support is responsible for corrective actions and preventive measures:
Corrective actions include:
* Error recognition and registration,
* Monitoring of the resolution of Known Errors,
* Resolution of Problems by their priority,
* Informing Incident Management about workarounds and quick-fixes.
Preventive measures include:
* Trends detection,
* Taking initiatives,
* Preparation of RfCs,
* Identification of preventing initiatives,
* Prevention of Incident spreading to other systems.