ITIL Problem Management Process Diagram

The goal of 'Problem Management' is to resolve the root cause of incidents and thus to minimize the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. ITIL is an acronym for IT Infrastructure Library. ITIL is, as the OGC states, a set of best practices.

The central role of Service Level Management makes it the natural place for metrics to be established and monitored against a benchmark. Developing procedures which detail exactly what each member of the disaster recovery (DR) team must do if the plan is invoked. ITIL Problem Management Process Diagram The PRINCE2 process covers what should be done for a stage that has gone outside its tolerance levels.

A hot start provides for immediate restoration of IT services. Service Level Management provides for continual identification, monitoring and review of the levels of IT services specified in the Service Level Agreements (SLAs).

The objectives of the Practitioner Level are to provide the knowledge and skills necessary to plan, implement and execute the IT Service Management processes.