4 TOOLS, METHODS AND TECHNIQUES
This chapter describes the tools, methods and techniques used in the management and resolution of problems. These are many and varied, and many are referred to within service management industry standards and frameworks. The important service management industry standards and frameworks considered within this chapter are:
However, before considering these standards and frameworks, the following sections describe some of the frequently used generic problem management methods and techniques.
Typical tools and techniques used within the problem management process are: