From the course: IT Service Management Foundations: Problem Management
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Action items and tasks - ITIL Tutorial
From the course: IT Service Management Foundations: Problem Management
Action items and tasks
- [Man] At the end of the problem management workflow, it's time to start the real work, and your team should have a series of action items referred to as problem tasks to implement that will help remediate the issue, prevent future occurrence and lower your incident volume. We'd look at the key components to problem tasks and suggest ways that you can stay organized when the pressure is still on. The simplest way to think of a problem task is to imagine them as work units that help you progress towards an end goal. The more tasks you can finish, the closer to that end goal you will be. It's best practice, therefore, to keep problem tasks written in a clear and concise manner that allows them to be easily delegated and completed by a single team or individual without error. Problem tasks can also have specific due dates and prerequisites. If you're transitioning from the project management world, these concepts will be…
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