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:
“The general public is easy. You don’t have to answer to anyone; and as long as you follow the rules of your profession, you needn’t worry about the consequences. But the problem with the powerful and rich is that when they are sick, they really want their doctors to cure them.”
—Molière [Jean Baptiste Poquelin] (1622–1673)