6 REALISING THE BENEFITS OF PROBLEM MANAGEMENT

This chapter focuses on the key benefits of problem management and how to realise them, and concludes with a discussion of effective communication.

To make problem management truly effective, it is important, firstly, to make sure everyone clearly understands your commitments to your customers, including how problems are prioritised and tracked. Secondly, you need to keep good records about the types of causes and to classify them into an informative structure. Thirdly, you need to make sure problems actually get fixed and all the information discovered is captured in such a way that it is available to improve services in future.

COMMITMENTS

A set of commitments for how problems will be managed ...

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