Service Support-Problem Management

最新推荐文章于 2025-02-28 10:35:46 发布
原创 最新推荐文章于 2025-02-28 10:35:46 发布 · 405 阅读 · 0 ·
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#service #classification #resources

本文阐述了问题管理的目标，即最小化事故与问题的影响、预防事故的再次发生及提高资源的有效利用率。文中详细介绍了问题控制流程，包括识别与登记、分类（归类与优先级划分）、调查与诊断、确定错误；并进一步讲解了错误控制流程，涵盖错误记录、评估、记录错误解决方案（变更请求）直至关闭错误（实施后审查）。

Problem Management

  1. Goal :

Minimize impact of Incidents& Problems

Prevent recurrence of Incidents

Improving productive use of resources

  1. Problem Control

Identification and Registration - > Classification (Categorization and Prioritization)        -> Investigation and Diagnosis -> Establish Error

  1. Error Control

(Problem Control - >) Error Recording -> Error Assessment -> Recording Error Resolution (RFC) ->  Error Closure (PIR- Post Implementation Review )

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