ITIL Problem Management –  what's in it for you Kathy Reid [email_address] http://www.kathyreid.id.au
Bah. ITIL. Another buzzword. Buzz off! <ul><li>ITIL = IT Infrastructure Library </li></ul><ul><li>Used to manage IT servic...
Problem Management <ul><li>Aim of Problem Management is to reduce impact of errors in the infrastructure </li></ul><ul><li...
You already use Problem Management –  you just don't know it! <ul><li>What is the fault that repeats most in your organisa...
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ITIL Problem Management - what's in it for you

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This is a brief presentation given to StixCampNewstead in Central Victoria, Australia on 14-15 March 2009

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  • hello, I am verly Losbanes married to Francis de Pedro.. I just want to know if you are the athy Swistock whom i knew more than 20 years ago. please keep in touch with me. My email add is verldp@yahoo.com thank you so much. God bless you.
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ITIL Problem Management - what's in it for you

  1. 1. ITIL Problem Management – what's in it for you Kathy Reid [email_address] http://www.kathyreid.id.au
  2. 2. Bah. ITIL. Another buzzword. Buzz off! <ul><li>ITIL = IT Infrastructure Library </li></ul><ul><li>Used to manage IT service delivery </li></ul><ul><li>ITIL is split into disciplines such as Incident Management, Problem Management, Change Management and so on </li></ul><ul><li>Same people within an organisation may use different disciplines in the same day </li></ul><ul><li>Check: Who's heard of ITIL? </li></ul><ul><li>Check: Anyone worked for an ITIL based organisation? </li></ul>
  3. 3. Problem Management <ul><li>Aim of Problem Management is to reduce impact of errors in the infrastructure </li></ul><ul><li>Does this by identifying, prioritising and working on problems </li></ul><ul><li>Problems can be raised from repeat incidents – where the root cause of a fault or set of faults is unknown </li></ul><ul><li>Problems can be major incidents </li></ul><ul><li>Problems can be proactive – where an issue that has the potential to cause business impact is identified before the risk has eventuated </li></ul>
  4. 4. You already use Problem Management – you just don't know it! <ul><li>What is the fault that repeats most in your organisation or line of work at the moment? </li></ul>

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