From the course: IT Service Desk: Service Management
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Manage process flow
From the course: IT Service Desk: Service Management
Manage process flow
- Each organization must define their specific workflow. Here is an example of the key activities which must be completed. The flow of activities for problem management are similar to incident management, detect, log, categorize, prioritize, and investigate and diagnose, resolve and close. Problem detection is both reactive and proactive. Reactive is in response to an incident after it has happened. Proactive is identifying known errors from suppliers and partners, which includes internal developers and testing. We are able to identify these known errors and start the problem management process. Problems must be logged so they can analyzed. Logging should be automatically date and time stamped so a complete record exists, which is important for problem control. There can be multiple incidents with various symptoms that are associated to the same problem. Documentation is essential to associating incidents to problem…
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