Problem Management

12 ASSESS, PRIORITISE AND ASSIGN PROBLEMS

Table 12.1 Assess, prioritise and assign states and metrics

ASSESS THE PROBLEM

Investigating every problem logged should not be automatic. Assess every problem logged to make sure it is worth investigating.

Not all incidents lead to problem management. Especially early in the adoption and maturity of problem management, there can be pressure to raise a problem for every incident, so that there is always a one-to-one relationship. This is not the most effective and efficient way to approach problem management. Often, many incidents display the same symptoms, suggesting a possible common cause. A single ...