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Improve service quality by decreasing the frequency and impact of incidents. Implement a rigorous Problem Management (PM) process that will eliminate recurring issues and also prevent new incidents from occurring.

This research will help you:

  • Understand the value of a standardized process for problem management.
  • Create a culture of reporting and process adherence for the service desk and problem management staff.
  • Collect diagnostic data that will enhance root cause analysis.
  • Transform current problem management processes to be proactive rather than reactive.

The primary objective of problem management is to prevent problems and resulting incidents from happening. Eliminate recurring incidents and minimize the impact of incidents that cannot be prevented.

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Establish a Rigorous Problem Management Process

Use the ITIL framework to implement both reactive and proactive problem management practices.

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