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8 Cards in this Set
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- Back
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What are the key words for problem management?
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Stabilization, root cause, eradicate
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What is the mission?
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To stabilize the IT infrastructure by discovering and eradicating the root cause of problems and in doing so reduce the number of incidents
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What are some of the key benefits for problem management?
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Improves IT service quality by stabilizing the infrastructure.
Reduces incident volume levels. Achieves permanent solutions. Improves by learning from past experiences. Improves first-time fix rates at the Service Desk. Reduces crisis management. |
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What is a known error?
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A problem for which a work-around or solution exists.
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What two processes make up problem management?
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Problem control
Error Control |
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What is the responsibility of problem control?
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Root cause analysis, diagnosis, workaround or solution.
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What is the responsibility of error control?
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Error analysis, justification (feasibility and cost) for eradication
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When is an incident not a problem?
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When the root cause is known and a solution or workaround exists.
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