CHAPTER 5: PROBLEM MANAGEMENT
‘I have yet to see any problem, however complicated, which, when you looked at in the right way, did not become still more complicated.’
Paul Anderson
What is a problem?
A problem is an incident or multiple incidents for which the root cause is not known. Problems can sometimes be discovered because of multiple incidents exhibiting similar systems, e.g. a computer not booting-up occasionally is an incident but the same computer (or all similar models) not booting-up every Monday morning is a problem that needs further investigation. Until a solution is found, those end-users will face the same issues week after week. Also, an incident cannot be classified as a problem, e.g. if the mouse of the CEO’s computer is not ...
Get Practical IT Service Management: A Concise Guide for Busy Executives now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
