ITIL Problem Management: getting rid of problems
Drago Topalovic
Albert Einstein: “You can never solve a problem on the level on which it was created.” Problem Management (PM) is...
Albert Einstein: “You can never solve a problem on the level on which it was created.” Problem Management (PM) is one of the oldest processes in ITIL, and one of the processes implementers have a...
A trip of 1,000 miles begins with the first step – Initial diagnosis of an incident
Branimir Valentic
So, an incident occurred. Service is affected. If you are lucky, event monitoring tools are in place and you will...
So, an incident occurred. Service is affected. If you are lucky, event monitoring tools are in place and you will notice the incident before users do. Unfortunately, according to my experience, most incidents are reported...
How to avoid unsatisfied customers by managing problems and incidents according to ISO 20000
Antonio Jose Segovia
As you can imagine, it is an absolute truth that there is no perfect service, and an anomaly always arises...
As you can imagine, it is an absolute truth that there is no perfect service, and an anomaly always arises that prevents us from providing the service properly. At this point it is important to...
