Learning Log 3 Problem Management

BENEDEN N. MORONG

SERVICE MANAGEMENT

LEARNING LOG NO. 3

Problem Management

             

              We are now on the 4^th session of our class in Service Management.

             

              The class was introduced with Problem Management as one of the components in the ITIL Service Support.

              The professor also pointed out the importance of being knowledgeable in identifying causes of service issues and commission corrective work to prevent recurrences.

              I was quite got interested in topic knowing its benefit and I think it can be applied on both large and small companies, specially identifying and solving potential incidents before they occur.

              The class was also introduced of the benefits of implementing Problem Management processes which includes preventing service disruptions and maintaining service levels.

             

             

              The professor also noted that Problem Management processes are closely integrated with Incident Management and Change Management.

              Analysis of an incident is also discussed which reveals that a problem exists. Analysis of incidents may result in the need to raise a problem record, so that the fault can be investigated further.

             

              In my opinion, Problem Management working together with Incident Management, Change Management, and Configuration Management ensures that IT service availability and quality are increased.