Problem Management

3     Problem management activities

Focus on the important things – Jim’s experience

We often find that whatever we focus on has a tendency to improve and those things that we ignore have a tendency to degrade. This is certainly true in ITSM. Less mature organizations are focused on increasing the number of incidents resolved by the service desk (incident management) with little or no attention given to reducing the total number of incidents (problem management). How many times have we gone to a celebration honouring the IT staff who worked through the night to resolve a major incident, while those folks who work in problem management (to come up with a permanent solution) are never recognized? Less mature organizations have a tendency to ...