12 ASSESS, PRIORITISE AND ASSIGN PROBLEMS
Table 12.1 Assess, prioritise and assign states and metrics
ASSESS THE PROBLEM
Investigating every problem logged should not be automatic. Assess every problem logged to make sure it is worth investigating.
Not all incidents lead to problem management. Especially early in the adoption and maturity of problem management, there can be pressure to raise a problem for every incident, so that there is always a one-to-one relationship. This is not the most effective and efficient way to approach problem management. Often, many incidents display the same symptoms, suggesting a possible common cause. A single ...