Problem management is the process responsible for managing the lifecycle of all problems that happen or could happen in an IT service. The primary objectives of problem management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.
ITIL
The Information Technology Infrastructure Library (ITIL) is a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of business.
ITIL de ...
defines a problem as the cause of one or more
incidents
''Incidents'' is a 1987 collection of four essays by Roland Barthes. It was published posthumously by François Wahl, Barthes' literary executor.
Summary
In the first essay, ''La Lumiere du Sud-Ouest'', first published in ''L'Humanité'' in 1977 ...
.
See also
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ISO/IEC 15504
ISO/IEC 15504 ''Information technology – Process assessment'', also termed Software Process Improvement and Capability Determination (SPICE), is a set of technical standards documents for the computer software development process and related bus ...
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Quality Assurance
Quality assurance (QA) is the term used in both manufacturing and service industries to describe the systematic efforts taken to ensure that the product(s) delivered to customer(s) meet with the contractual and other agreed upon performance, design ...
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RPR Problem Diagnosis
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Grey problem In IT, a grey problem (or, gray problem) is a problem where the causing technology is unknown or unconfirmed. Common grey problems are:
* Intermittent errors;
* Intermittent incorrect output, or;
* Transient performance problems.
Because the cau ...
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Pareto analysis
Pareto analysis is a formal technique useful where many possible courses of action are competing for attention. In essence, the problem-solver estimates the benefit delivered by each action, then selects a number of the most effective actions tha ...
References
The New Rational Manager- Describes KT Problem Solving and Decision Making (PSDM)
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ITIL
Problem solving
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