October 2016
Intermediate to advanced
193 pages
4h 46m
English
Content preview from Problem Management
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List of figures
Figure 1.1Using best-practice standards and frameworks for delivering IT services
Figure 1.2Services are delivered through a mix of people, process and technology
Figure 1.3IT services supporting business processes
Figure 1.4The main components that make up a process
Figure 1.5Processes cross organizational boundaries
Figure 1.6High-level overview of the problem management process
Figure 1.7The two main aspects of problem management
Figure 2.1Process flow for restoring and fixing errors in the infrastructure
Figure 2.2Incident management process flow
Figure 2.3Trending ‘detected by’ over time
Figure 2.4Trending ‘reported by’ over time
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