Sometimes, service desk employees are a little too much like professional firefighters – reacting to incident after incident after incident. Problem management offers a solution: it prevents you from mindlessly fixing issues as they occur, because it makes you look for the underlying problem that causes these issues in the first place. Ultimately, problem management is an investment of time and money that will save you even more time and money over time.
ITIL problem management: 10 practical tips to help you get started
In his previous blog, industry expert Stephen Mann explained why ITIL problem management adoption...
ITIL problem management: can ITIL 4 finally fix the problem?
Many organizations only use ITIL problem management tools and techniques in a reactive way – usually in response to a major incident. And that’s a problem.