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Microsoft System Center 2012 Service Manager Cookbook by Andreas Baumgarten, Anders Asp, Samuel Erskine, Dieter Gasser, Steven Beaumont

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Creating an Incident and Problem Management process

This recipe discusses creating an Incident and Problem Management process.

Getting ready

In Incident Management we focus on restoring a service to its known mode of operation before an unplanned interruption. Problem Management requires you to focus on understanding the actual cause of the interruption with the goal of providing a permanent resolution.

The ITIL© framework books and online resources discuss best practice for Incident and Problem Management processes. You must plan to review and understand Incident and Problem Management principles as a prerequisite to creating the processes.

How to do it...

An example of the steps for creating an Incident and Problem Management process is as follows. ...

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