IT Systems Management, Second Edition

Chapter 11. Problem Management

Introduction

Problems are a fact of life in all data centers. The sheer complexity of systems and diversity of services offered today all but guarantee that problems will occur. One of the many factors that separate world-class infrastructures from mediocre ones is how well they manage the variety and volume of problems they encounter.

This chapter discusses the entire scope of problem management. It begins as usual with a commonly accepted definition of this process followed by its interpretation and implications. Then we discuss the scope of problem management and show how it differs from change management and request management.

Next we look at the length the key steps required to develop ...