Problem Management

Many IT organizations find it difficult to distinguish between incidents and problems. Technical analysts and applications analysts are inquisitive by nature, which results in the underlying problem for each incident being investigated and becoming resolved. As investigating each problem requires resources, and resources cost money, in the worst case...

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Change Management

The Change Management process is central to the entire transition phase; from the relevant function deciding that a change should be implemented in the Continual Service Improvement process, to the IT Operations Manager formally taking over responsibility for the change implemented. A change is defined as: “An addition, change...

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