FIGURES AND TABLES
Figure 1.1 Reactive problem management
Figure 1.2 Proactive problem management
Figure 4.1 A staged implementation
Figure 4.2 Volume of open problems
Figure 5.1 PAB minutes template
Figure 6.1 The relationship between incident, problem and knowledge management
Figure 6.2 The incident/problem life cycle
Figure 6.3 Problem report template
Figure 7.1 Problems opened per month
Figure 7.2 Current top-five root causes by application
Figure 7.3 Sample problem status report
Figure 10.1 Problem management process flow
Figure 11.1 Pareto analysis of sales system incidents
Figure 12.1 Primary problem prioritisation
Table 4.1 A sample communication plan
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