Problem Management - Key Best Practices

The ITIL framework supplies an excellent relational model on how to manage Incidents, Problems and Changes. But this model becomes much more powerful when best practices are applied; such as planning and documenting Roles and Responsibilities, proper Operational Metrics and defined processes for Knowledge Management, Root Cause Analysis, ROI Calculation and Customer Satisfaction.

Provided by: NetworkD Topic: Mobility Date Added: Jun 2005 Format: PDF

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