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IT Service Management - A guide for ITIL Foundation Exam candidates by Aidan Lawes, Ernest Brewster, Richard Griffiths, John Sansbury

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27 PROBLEM MANAGEMENT (SO 4.4)

INTRODUCTION AND SCOPE

Problem management is responsible for the management of all problems in the IT infrastructure. The process includes root cause analysis and arriving at the resolution of problems. Problem management remains responsible until resolutions are implemented via change management and release management.

Problem management provides value to an organisation by avoiding, reducing and mitigating the adverse business impact of problems. This allows services to be more available and to be more robust.

PURPOSE AND OBJECTIVES

The objectives of problem management are:

  • to prevent problems and resulting incidents from occurring;
  • to stop repeat incidents happening;
  • to mitigate and reduce the adverse impact ...

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