Problem Management
3 guides
Major Incident Management
The article provides a comprehensive guide on managing major incidents, including identifying, logging, and resolving such incidents. It defines a major incident as a high-priority issue affecting multiple users, such as network outages. The process includes using tools to identify problems, linking related incidents, and actions to manage communication and resolution tasks. The guide also covers configuring incident parameters, tracking progress, and closing the incident. The document emphasizes the importance of managing major incidents effectively to prevent future occurrences and minimize impact.
Problem and Change Management Using Fully Configured Workflows
This article provides a comprehensive guide on using fully configured workflows for problem and change management. Key topics covered include raising problems, managing service status notes, using the problem/resolution finder, and progressing workflows based on cause identification. It discusses how to raise problem tickets manually or through automatic suggestions, dynamically display service status notes, and link issues to problem records. The guide also explains workflow actions for identified and unidentified causes and outlines using templates and suggested articles on ticket creation screens to improve efficiency in ITSM processes.
Problem Management