Microsoft® System Center 2012 Unleashed

Understanding Service Manager Problems

Service Manager problems are records that group incidents with a common root cause, allowing the underlying problem to be addressed and the associated incidents to be resolved when the problem is resolved.

Typically, a problem record will not be created until multiple incidents have occurred.

The Service Manager problem process covers the steps in the ITIL problem management process. These steps are as follows:

• Problem identification and recording

• Problem classification

• Problem investigation and diagnosis

The outcome of problem resolution is likely to be a change and, thus, leads to the change of management processes. This is covered in Chapter 16, “Using Service Manager 2012 for Service Offerings ...