IT Problem Management

6.2. Future Problem Logging Methods

To reach this point in the problem management process, the service request has been initiated or the problem has been discovered and then validated (see Figure 6-1). During the validation process, a record of the contact was created if a customer originated the request. Internal IT and monitoring tools do not require validation or a separate contact record. The problem logging process begins by creating a ticket. If the service request originated from a monitoring tool, then the interface between the monitoring tool and the PMS should create the ticket and then give it the required category and priority and other necessary information. In other words, the interface should handle all of the problem logging ...