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Our Definition
Incidents are normally referred to as the circumstances surrounding a customer call to a Help Desk or Call Center. It may also be a service failure detection via automation. The incident is managed from cradle to grave ensuring customer satisfaction.
Problems are normally incidents where the cause is yet undefined and warrants further investigation. Problem management is the process of handling a problem also from cradle to grave.
Effect of Implementation
- Problem & Incident management will provide historical data for future problem solving
- Problem & Incident to Change integration allows IT control on overall availability
- Controlling change rate by monitoring problems will manage availability
- Problem & Incident management defines the criteria for automation
- Managing problems & availability provides proof for service level management
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