From the course: IT Service Desk: Service Management
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Manage stakeholder expectations
From the course: IT Service Desk: Service Management
Manage stakeholder expectations
- Problem management is a quality assurance practice. It reduces unplanned interruptions and increases the availability of the services by isolating and eliminating problems. Problem management addresses the errors and potential errors in all four dimensions of service management. There are two key ways to approach problem management. Proactive problem management is about prevent incidents from occurring in the first place. They're known errors from suppliers not yet occurred in your environment, these are also viewed as proactive. They can prevent incidents from occurring. Reactive problem management is the response to an incident that has occurred. It seeks to prevent the reoccurrence of that incident. Problem management reduces the impact to the organization. When you identify the causes of incidents, the probability of incidents decline. Problem management is responsible for the management of workarounds and known errors,…
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