I want to close Section 2 by considering how to extend and further improve the process in a mature problem management organisation. As problem management matures in the IT organisation, success should mean that the volume of reactive problems starts to decrease. This will initially free up time to devote to proactive problem investigations, but eventually even these problems will reduce. At that point, there is a need to think about long-term goals and develop a method of working for the future, where a smaller team is supporting a more stable production environment with fewer problems. The central team, of course, would still manage large, cross-functional problems, but there will be opportunities to extend ...

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