This article is an introduction to the Problem Management process. It covers the definition of a Problem, the difference between the Incident and Problem processes, the benefits of using the Problem Management process, and how to access the service.
What’s a Problem?
What’s the Difference between the Incident and Problem Processes?
What are the Benefits of Using the Problem Management Process?
The Problem Management process enables individuals and teams to determine the root cause of a problem by providing a framework to identify, organize, and manage individual parts of a problem.
Using the process can help provide solutions to resource, technical, and business process issues.
Any organization in OIT can benefit from the Problem Management process.
The benefits include:
For a step by step walk through guide, see Create a Potential Problem Ticket.
Advanced features are available when activated in GRO by an employee's manager or director.
This service is available free of charge to OIT employees.
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