ITIL Problem Management – what's in it for you Kathy Reid [email_address] http://www.kathyreid.id.au

Bah. ITIL. Another buzzword. Buzz off! ITIL = IT Infrastructure Library Used to manage IT service delivery ITIL is split into disciplines such as Incident Management, Problem Management, Change Management and so on Same people within an organisation may use different disciplines in the same day Check: Who's heard of ITIL? Check: Anyone worked for an ITIL based organisation?

ITIL = IT Infrastructure Library

Used to manage IT service delivery

ITIL is split into disciplines such as Incident Management, Problem Management, Change Management and so on

Same people within an organisation may use different disciplines in the same day

Check: Who's heard of ITIL?

Check: Anyone worked for an ITIL based organisation?

Problem Management Aim of Problem Management is to reduce impact of errors in the infrastructure Does this by identifying, prioritising and working on problems Problems can be raised from repeat incidents – where the root cause of a fault or set of faults is unknown Problems can be major incidents Problems can be proactive – where an issue that has the potential to cause business impact is identified before the risk has eventuated

Aim of Problem Management is to reduce impact of errors in the infrastructure

Does this by identifying, prioritising and working on problems

Problems can be raised from repeat incidents – where the root cause of a fault or set of faults is unknown

Problems can be major incidents

Problems can be proactive – where an issue that has the potential to cause business impact is identified before the risk has eventuated

You already use Problem Management – you just don't know it! What is the fault that repeats most in your organisation or line of work at the moment?

What is the fault that repeats most in your organisation or line of work at the moment?