O'Reilly logo

Problem Management: An implementation guide for the real world by Hall, Michael G.

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

10 PROCESS OVERVIEW

This chapter introduces the process that I have implemented several times. It talks about the states and sub-states needed, which I think strike a good balance between being able to manage and track the process and being easy to use.

This process flow is a practical interpretation of the high-level view depicted and discussed in ITIL Service Operation (Cabinet Office, 2011, p.102). It is an interpretation because I think what ITIL® presents is not actually very practical. As far as possible I have mentioned where I disagree with the ITIL® process in the relevant chapters that follow. For example, I do not think I have ever run a formal major problem review. Other people might find them useful, but I cannot see how they offer ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required