Problem Management

SECTION 1 – INTRODUCING PROBLEM MANAGEMENT

The title has a deliberate double meaning and the chapters included in this section have two separate but related aims:

• Firstly, to introduce problem management to you and confirm your understanding of what it is and what it does, so that you can persuasively explain it to others.
• Secondly, to outline a practical business case for introducing problem management into your organisation or area.

Of course, how you build or modify the business case depends on your particular situation and organisation. For example:

• There might be a lack of transparency. Customers and management are worried about their risk exposure to incidents that have affected them. They don’t know what is going on, whether problems ...