The tools that you use to support the problem management process will very likely be chosen as part of the selection of an overall service management suite of tools. This short chapter aims to give you some guidance about what to look for and what modifications might need to be made in a new or existing tool to better support problem management. Specific support is generally not included in these service management suites for structured root cause analysis, to develop and record processes and workflows and to analyse data. More specialised tools that can be used for these types of applications are covered in Section 3 as these topics come up.

It is possible to do problem management without a formal toolset – it is just ...

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