ITIL Problem Management - what's in it for you

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?

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

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?

ITIL Problem Management - what's in it for you

by Kathy Reid on Mar 13, 2009

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ITIL Problem Management - what’s in it for you — Presentation Transcript

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