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.
Process that minimizes the effect on customer(s) of defects in services and within the infrastructure, human errors and external events.
A MOF service management function in the supporting quadrant. Its primary objective is to effectively address the underlying/root cause of incidents in order to reduce the quantity and severity of incidents within the production IT environment. It employs the processes aimed at detecting and effecting structural improvements in the technical infrastructure and the settlement of problems arising from the use and management of information systems.