Problem Management

CONCLUSION

I think that implementing effective problem management is one of the most beneficial steps that you can take to improve your IT services. It is not hard to get right, even though many people will tell you it is difficult to implement. The more problem management I do, the more I find that it is the organisational change factors that cause the most difficulty. It takes time and understanding to bring people around to the new way of thinking. Along the way, they need to be shown that problem management is not a threat, it is not aimed at ‘finding the culprits’ or exposing people’s failings. Be patient and recognise that you cannot change people, they can only change themselves. Make ‘assign no blame’ your mantra and emphasise the structured ...