October 2016
Intermediate to advanced
193 pages
4h 46m
English
Content preview from Problem Management
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4 Problem management relationships
The problem management process interfaces with several other ITSM processes and its activities are performed by several IT functions or functional teams. In this chapter, we will look at those processes and functions which have the closest relationships to problem management. These processes or functions provide information, receive information or perform an action that enables problem management to determine the root cause, or create and implement solutions for service restoration. For each of these processes and functions, we will provide a brief description and then in tables (Tables 4.1 to 4.9) list their inputs to, and outputs from, problem management.
4.1Problem management’s relationships to other ...
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