Keith Wood, Senior Account Manager (EMEA)
Problem Management – Proactive Problem Management – is the one area within ITSM I think could be greatly improved. A majority of the people at this event indicated that they don’t have the right processes and tools in place to manage Problem Management well…not to mention proactively.
If you manage Problem Management correctly, you will significantly reduce the number of incidents coming into the Service Desk. It’s that simple.
Think about it, if you tell your community about a problem before they know about it or if you can stop things from happening before your user community has a problem, you will cut down on unnecessary incidents being created. A lot of organisations spend a great deal of time and resources fire fighting…being reactive rather than proactive.
To manage Problem Management effectively and to do so proactively, you need the correct people, processes and tools. You also need a Problem Manager...not a Change Manager or an Incident Manger but a Problem Manager.
How many of you have someone with a Problem Manager job title in your organisation?
