Problem Management

1     Problem management – an ITSM process

Learning from others – Jim’s experience

Many years ago I was hired by a technology start-up to bring my manufacturing process background and quality engineering experiences to the IT industry. At the time, it seemed odd to me because the industries were so different. Manufacturing was focused on identifying bottlenecks, and developing processes to make sure every activity was repeatable and predictable. IT saw processes as ‘boring and non-creative’.

As I had the opportunity to assess numerous IT organizations throughout this new career, I discovered that successful IT organizations often followed a very similar and effective set of processes, while unsuccessful IT organizations often expressed that ...