Problem management, which is closely related to incident management, analyzes the causes of incidents and identifies trends so that solutions to reduce the volume of incidents in the future may be developed.
How much time is involved in the data center for incident and problem management? Our partner, Metrics Based Assessments, recently did an analysis, based on data collected from hundreds of data center benchmark studies, to specifically identify the percentage of data center staff time spent on incident and problem management. The study analyzed these activities in following categories:
Incident Management Level 1: first level resolution, such as calls to the help desk.
Incident Management Level 2-3: actual resolution of production problems.
Problem Management: identifying underlying problems behind incidents, including root cause and trend analysis.
This is definetly what you’ll need to start developing the processes you need. These are the pillars your processes will be based on.