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Problem Management SIG: What is Problem Management and Why Should You Care?
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When: 3/25/2014
2:00 PM
Where: BrightTalk Webinar

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An introduction to Problem Management best practices, including:

•Reactive Problem Management
•Proactive Problem Management
•Problem Detection and Categorization
•Problem Investigation and Diagnosis
•Problem Resolution
•Problem Closure

The benefits of taking a formal approach to Problem Management include the following:

•Incident volume reduction. Problem Management is instrumental in reducing the number of Incidents that interrupt the conduct of business.
•Permanent solutions. There will be a gradual reduction in the number and impact of Problems and Known Errors as those that are resolved stay resolved.
•Better first-time fix rate at the Service Desk. Problem Management enables a better first time fix rate of Incidents at the Service Desk, achieved via the capture, retention and availability of Incident resolution and Work-around data within a knowledge database available to the Service Desk at call logging.

In contrast, the costs of not implementing a Problem Management process may include:
•a purely reactive support organization, facing up to Problems only when the service to Customers has already been disrupted
•an IT User organization, confronted with recurring Incidents, losing faith in the quality of the IT support organization
•an ineffective support organization, with high costs and low employee motivation, since similar Incidents have to be resolved repeatedly and structural solutions are not provided.