Problem Management - Problem Detection

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