Where ITIL (IT Infrastructure Library) defines an ‘Incident’ as any unplanned interruption to an IT Service, ITIL defines a ‘Problem’ as the cause of one or more incidents.
An important activity in Problem Management is the search for the underlying root cause of one or more incidents and to recommend a permanent solution or fix. The process then needs to be designed, documented and a formal rollout throughout the organisation undertaken. ITIL provides an excellent framework and guidance for defining the process activities and steps as well as the roles and responsibility for Problem Management and this is where you might wish to call in Computacure to assist with ITIL implementation.
Computacure can assist you with integrating problem management processes with incident management; we are able to advise on best practices on the collection of incident data, the study of the relevant data as to the impact of a possible incidents, the evaluation of the frequency and incident trends to help with the identification of the problems which need managing.