Problem Management

11 DETECT AND LOG PROBLEMS

Table 11.1 Detect and log states and metrics

This chapter is about the process of raising problems investigation. It talks in detail about the major detection processes: raising problems reactively following an incident and finding problems proactively in the environment.

DETECTING PROBLEMS

The ITIL Service Operation book (Cabinet Office, 2011, pp.102–103) talks about ‘detecting’ problems and lists the sources as service desk, event management, incident management, proactive problem management and supplier or contractor. In reality, it is fairly simple to group how problems are found into two methods: in reaction to ...