Problem management can take a help desk from simply managing client incidents as they happen to a more controlled method of addressing incidents before they occur, thus minimizing the impact of known errors. However, problem management requires a high level of help desk maturity in order to be effective.
The note will discuss:
- The ability of problem management to improve the help desk.
- The differences between problem management and incident management.
- A closer look at problem management processes, and related supporting functions.
- Appropriateness of problem management for the enterprise.
This note will define the problem management process, provide a sample of such a process, and provide recommendations on the appropriateness of problem management for effective optimization of the help desk