Establish a Rigorous Problem Management Process
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Use the ITIL framework to implement both reactive and proactive problem management practices. ...
Use the ITIL framework to implement both reactive and proactive problem management practices.
Your organization is experiencing high rates of recurring incidents that adversely impact availability and service quality.
You are constantly in “firefighting” mode, so are unable to focus on incident prevention and proactive problem management.
Recurring incidents are not being analyzed to determine the underlying cause of service issues.
Root cause analysis procedures are not established or are not practiced in a consistent and repeatable way, leading to unsuccessful root cause investigations and repeated outages and downtime.
Focusing on rapid service restoration at the expense of gathering diagnostic data leads to an inability to determine the root cause of service issues, resulting in the same incidents occurring over and over again.
Establishing rigorous problem investigation procedures leads to a more stable environment and a higher quality of service.
Investing in diagnostic root cause analysis methods and procedures will have the greatest impact on improving problem resolution rates and reductions in recurring incident rates.
Leveraging event management alerts will enable IT support staff to be proactive, instead of reactive and will result in the prevention of service-impacting incidents.
Impact and Result
Reduction in the number of recurring incidents.
Fewer outages and less downtime.
Problem resolutions are faster and more successful.
Improved service quality and availability of critical IT systems.
Shift from reactive to proactive problem management.
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