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The Sorry State of Affairs
Published in Nadine Fruin, The ICT Malaise, 2019
The best practice approach to managing services, ITIL (Information Technology Infrastructure Library), uses the terms reactive and proactive when describing the activities of several of its defined processes. They make this distinction to clarify the differences e.g. when there are monitoring activities being performed as part of the Availability or Capacity Management processes and when these processes are in the phase of planning for the coming year, as described in the respective Availability and Capacity plans, being in these instances proactive. Problem Management usually starts out reactive, helping Incident management, and develops into a more proactive process, investigating trends in incidents and removing the errors that cause them, thus avoiding new ones from occurring.
ISO Standards
Published in Boris Mutafelija, Harvey Stromberg, ® v1.2 and ISO Standards, 2008
Boris Mutafelija, Harvey Stromberg
The Problem Management process addresses the analysis of incidents, determination of their root causes, and proactive prevention of recurrence of the incidents and known errors. Known errors are problems for which the root cause and resolution method is known. Such information must be made available to the Incident Management process. The Problem Management process typically describes steps for the identification of problems, minimization or avoidance of their impact, recording, classification, updating escalation, resolution, and closure. The Change Management process addresses changes required to remedy identified problems.
Artificial Intelligence and IT Management
Published in Frank M. Groom, Stephan S. Jones, Artificial Intelligence and Machine Learning for Business for Non-Engineers, 2019
One point of confusion within IT is the difference between an incident and a problem. An incident is an outage or interruption of a service or system. Incident Management is the process to restore the system or service. A problem is the underlying root cause of the incident, while Problem Management is the process to determine the underlying root cause of one (or more) incidents and prevent the problem from reoccurring.
Continual Process Improvement for ITIL Service Operations: A Lean Perspective
Published in Information Systems Management, 2019
Nikolaus Obwegeser, Daniel T. Nielsen, Nicklas M. Spandet
To demonstrate the modified selection process (step 1), surveys were constructed and distributed to six employees with a job description of IT manager or similar. In our case setting, ITIL SO processes are executed by one part (BCI) and received by another (DCC). Thus, respondents from both parties were part of our survey sample, allowing for a more nuanced picture (Kitchenham & Pfleeger, 2003). Three employees each from BCI (provider) and DCC (customer) were chosen as respondents. All six participants returned the survey with complete data. Figure 8 shows the results plotted in the process selection matrix, partitioned in responses between BCI and DCC (A = Access-management, R = Request-management, I = Incident-management, P = Problem-management, E = Event-management).