Service > Problem Management

Problem management is proactive and focuses on reducing the number of incidents in the production environment by addressing the root causes of closed incidents. Its activities include ongoing trend analysis and error control, helps ensure that the organisation implements long-term solutions. This process is closely tied to incident and service request management, because it leverages information about closed incidents and service calls generated by the help desk as well as processes for informing users and staff about potential problems with the infrastructure.

The following activities are part of problem management:

• Analysing incident trends
• Logging problems
• Identifying root causes
• Tracking problem solution progress
• Verifying known errors
• Controlling known errors
• Resolving problems
• Closing problems/known errors

Customers expect that their complaints will be handled promptly and efficiently, so Bermel make every attempt to handle these complaints courteously and efficiently and close them off in the shortest possible time.

Incident and Service Request Management
Problem Management
Service Response Time



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