From the course: IT Service Desk: Service Management

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Problem management relationships

Problem management relationships

From the course: IT Service Desk: Service Management

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Problem management relationships

- There are multiple inputs in problem management. Incidents, known errors, and knowledge articles are used to identify problems. Service Level Management reports, relationship management techniques, and risk analysis are used to isolate and diagnosis problems. This information comes from the CMS, or Configuration Management System, and other areas are used to analyze problems. The outputs from problem management are known errors, workarounds, fixes, and reports. The desired outcome is to improve quality. Let's look at some of the outputs to problem management. Service Level Management provides inputs as to how well the products and services are meeting the agreed requirements, and identifies future needs, which are considered in the analysis. Service Level Management also has outputs from problem management. The first is changes made to remove reoccurring incidents. The second is changes made to prevent the…

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