A "Problem" is the same incident occurring repeatedly on either the same piece if equipment or same type of equipment across a wider installed base.
Therefore:- Problems initially begin life as incidents and become problems on one of the following criteria:
1 - Exceeding agreed fix time
2 - Recurrence of a previously “fixed” incident
3 - Multiple occurrence of an incident on different sites
4 - Incidents that prove to be technically or logistically complex
5 - Known hardware or software bugs
Business Benefits
Proactive prevention of Incidents.More efficient use of support resources.
Improved systems Availability
Reduced disruption to business.
Contents
1 Service Management System Constituent Parts
1.1 Service Management System
1.1.1 Kick Start Library
1.1.2 Module Problem Management
2 Introduction
2.1 Defining Problems
2.2 Process Objective
2.3 Process Owner
2.4 Process Description
2.5 Problem Register
2.6 Mean Time Between Failures ( MTBF)
2.7 Mean Time To Repair ( MTTR)
2.8 Downtime
2.9 Business Benefits
2.10 Customer Benefits
2.11 Service Indicators (Sn)
2.12 Operational Indicators (On)
2.13 Glossary of Abbreviations
3 Associated Procedures and Quality and Process Indicators
3.1 Quality and Process Indicators
3.2 Associated Procedures
3.3 Glossary of Abbreviations
3.4 Process Planning Template
4 Design your own Service Management System
4.1 Building Blocks
4.2 Establish the Inputs:
4.3 Establish the Outputs.
4.4 Establish the value-added tasks.
4.5 Process Template Summary
4.5.1 Understanding Whom the Customer is.
4.5.2 Types of Customers and their Service Requirements.
4.6 Incident Desk
4.7 Problem Management
4.8 Code Control
4.9 Design Authority
4.10 Design Authority – 2 Technical Support
4.11 Capacity Management
4.12 Software Distribution
4.13 Maintenance
4.14 Capacity Management
4.15 Support
4.16 Service Quality Assurance
4.17 Performance Monitoring
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