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Problem Management - Problem detection

It is likely that multiple ways of detecting problems will exist in all organizations. These will include:

Frequent and regular analysis of incident and problem data must be performed to identify any trends as they become discernible. This will require meaningful and detailed categorization of incidents/problems and regular reporting of patterns and areas of high occurrence. 'Top ten' reporting, with drill-down capabilities to lower levels, is useful in identifying trends.

Further details of how detected trends should be handled are included in the Continual Service Improvement publication.

Other ITIL Processes

Operational Layer:

Tactical Layer: