ITIL® and IT Framework Blog — problem management

Problem management is one of the "big three" processes of most direct concern to the Help Desk, namely Incident, Problem, and Service Request management.  In this session, Jon Nelson covers the Problem Management process and how the Help Desk function plays a role in it, including the relationship between incidents and problems and how they connect in practice. This interactive session will cover twelve key topics in problem management that require decisions and action in organizations: The value of Problem Management Problem Record Fields Known Error Record Fields Proactive Problem Management Coding Structure Review and Audit Tooling matters Integration with Incident Management Roles and Responsibilities...