Posted by: Robert Davis
Change Control, Change Management, CMDB, Configuration Management, IAP, Information Assets Protection, Infrastructure, IT Infrastructure, ITIM, Problem Management, Release Management, Service Delivery, Systems
An IT service problem can be viewed as a demarcated and identified condition extracted from a single incident or multiple incidents exhibiting common symptoms. Initially, the IT service problem is an unknown circumstance awaiting identification and attribution. Through successful problem root cause analysis, the unknown circumstance converts to a known circumstance representing an identified condition where a CI is confirmed as the resource defect. Therefore, a primary problem management process objective should be ensuring IT services stability by identifying and removing known circumstances negatively affecting deployed IT. When cascaded, the primary goals of the Problem Management process are to minimize the adverse impact of known circumstances affecting IT service delivery and to prevent recurring incidents related to known circumstances that can affect IT service delivery. Furthermore, the reactive aspect of these goals is to quickly solve problems in response to one or more incidents; whereas, the proactive aspect of these goals is to reduce the overall number of incidents.