1.4. Problem Management Process Overview

Problem management is a complex process. Many organizations have been providing services via a formal service center for years. As time has passed, those service centers have improved in all aspects of providing services. These improvements have come in the form of process improvement, performance improvements, cost improvements, and improved efficiencies. Service centers have also established beyond the shadow of a doubt that they can have either a very positive or a very negative impact on their company's bottom line. Service centers have driven the support industry such that today's support tools are far superior to those that were available just five years ago. Much like computer hardware technology, ...

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