Professional Documents
Culture Documents
Implementation
Alan McSweeney
Objectives
• ITIL/ITSM
• Problem Management
− Minimises the effect of errors in the IT environment and IT services on the
customers. It is a process focused on diagnosing and rectifying problems in
the IT environment to obtain the highest possible stability in IT service
delivery
• Incident and Service Request Management
− Manages the day-to-day support interface between end Users and service
providers and minimises service disruption to the end User by quickly
resolving Incidents that occur in the infrastructure
− Call Management and efficient first-level support are encompassed in this
process.
• Operations Management
− Performs and manages day-to-day processing activities required for IT
Service Delivery in accordance with agreed-upon service levels and
operates the IT Production environment required to deliver services
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Problem Management Process Relationships
Alan McSweeney
alan@alanmcsweeney.com