IT Governance, Risk, and Compliance

May 1 2012   10:24PM GMT

Managing the IT Configuration – Part VIII

Robert Davis Robert Davis Profile: Robert Davis

An IT maintenance request requires analysis of all incidents and problems generated in the entity’s production environment. However, assigned IT service support personnel should make problem evaluation their final step prior to correction. Sequentially, within the evaluation process, an entity’s major problem management tasks should include: resolving problem causes, investigating and diagnosing the root cause of the problem, identifying and recording known circumstances, assessing known circumstances, recording the known circumstances’ resolution and requesting appropriate changes.

IT service support management has a proactive role in identifying application or infrastructure weaknesses and ‘areas of concern’ within the entity’s deployed IT architecture. Once adverse trends are recognized, service problems should be highlighted and corrective action initiated. For instance, a known circumstance can be forwarded to service support change management personnel or used for employee education and training.

View Part I of the Managing the IT Configuration series here

 Comment on this Post

 
There was an error processing your information. Please try again later.
Thanks. We'll let you know when a new response is added.
Send me notifications when other members comment.

REGISTER or login:

Forgot Password?
By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

Forgot Password

No problem! Submit your e-mail address below. We'll send you an e-mail containing your password.

Your password has been sent to: