Problem Detection
- Suspicion or detection of a cause of one or more incidents by the Service Desk, resulting in a Problem Record being raised – Service Desk may have resolved the incident but has not determined a definitive cause and suspects that it is likely to recur.
- Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist.
- Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident which may reveal the need for a Problem Record.
- A notification from a supplier or contractor that a problem exists that has to be resolved.
- Analysis of incidents as part of proactive Problem Management: watch-bulletins, releases, relevant papers
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Famous quotes containing the word problem:
“Give a scientist a problem and he will probably provide a solution; historians and sociologists, by contrast, can offer only opinions. Ask a dozen chemists the composition of an organic compound such as methane, and within a short time all twelve will have come up with the same solution of CH4. Ask, however, a dozen economists or sociologists to provide policies to reduce unemployment or the level of crime and twelve widely differing opinions are likely to be offered.”
—Derek Gjertsen, British scientist, author. Science and Philosophy: Past and Present, ch. 3, Penguin (1989)