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...
When it comes to Problem Management two things should come to mind: Root Cause Analysis (RCA) and finding a permanent resolution. How often have you thought about what it takes to conduct these aspects of Problem Management? An important underlying aspect of conducting a Root Cause Analysis and...
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