IT Problem Management

6.1. Current Problem Logging Approaches

In many service centers, problems are logged in multiple problem management systems (PMSs). For example, the telecommunications department may use a voice mail form and mailbox, the network operations team may use an extension of their monitoring tools, the mainframe operations team and mainframe application developers may have their own PMS, and the help desk, or service center, may have its own problem management tool. This setup usually occurs as a result of evolution. Each group has its own charter, areas of responsibility, and areas of expertise (mainframe applications versus desktop applications). Providing support in each of these independent areas grows as the customer use of the area grows. Each ...