Definitions for "Problem management"
The core function of a customer service and support (CSS) application used by call centers. It coordinates a multitier, multiowner service and support environment, enables pattern analysis, provides management reports, and facilitates requesting additional service and support resources by providing data on the service workload and its changing nature. Because problem management tools can also track service-level agreements, they are valuable for monitoring compliance. See CSS and call center.
The Service Management process that encompasses Problem Control, Error Control and the production of MI. Problem Management is a process that identifies the root cause of defects, actual and potential. The primary objective is to make sure services are stable, timely and accurate and that Problems neither occur nor recur. Process maturity is denoted by its ability to focus on problem prevention.
Management of devices to minimize the impact of problems before they occur. Review and analysis to determine cause and implementation of steps to contain future incidences.
The process and proactive (and/or reactive) effort of the IT organization to identify, correct, track, communicate and report on problems in a system or application. This process includes the IT Help Desk and all groups (application, personal computers, hardware, network, etc) responsible for problem prevention and correction. The objective is to anticipate and prevent problems from repeatedly occurring and to correct existing problems in a short timeframe.
The process, which directs the life cycle of a request from an initial Help Desk contact through ticket closure.