When it comes to Problem Management two things should come to mind: Root Cause Analysis (RCA) and finding a permanent resolution...However, when performing the Problem Management process we should be open to using all three reasoning approaches
The other day someone asked me if a Problem Record should be opened for all Major Incidents. Not necessarily – the goal of a Major Incident is still to restore service when a major event occurs that has significant impact on the business. Incident Management is not...
Event, alert, incident and problem management not being recorded and intergraded along with the data that will allow your organization to make informed decisions on how to improve your environment and where to wisely spend and budget your resources
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