This chapter introduces the process that I have implemented several times. It talks about the states and sub-states needed, which I think strike a good balance between being able to manage and track the process and being easy to use.

This process flow is a practical interpretation of the high-level view depicted and discussed in ITIL Service Operation (Cabinet Office, 2011, p.102). It is an interpretation because I think what ITIL® presents is not actually very practical. As far as possible I have mentioned where I disagree with the ITIL® process in the relevant chapters that follow. For example, I do not think I have ever run a formal major problem review. Other people might find them useful, but I cannot see how they ...

Get Problem Management now with the O’Reilly learning platform.

O’Reilly members experience live online training, plus books, videos, and digital content from nearly 200 publishers.