Proactive Problem Management
Proactive Problem Management is included in the Scope of Problem Management. It covers all activities which helps indentify and resolve problems before incidents come up. The activities can be divided into two groups:
1. First group of such activities can organization related. Each organization has it's own methods to identify problems. These can be e.g. feed-back information to/from appropriate people involved in particular work. Another method can be weekly one to one meeting where manager and employee discuss current work status, potential issues or possible problems.
2. Second group of proactive activities can be analysis like. e.g Trend Analysis, Pain Value Analysis or Ishikawa Diagram. These methods will be discussed in more detail in orhere sections in the Problem Management tab. Trend Analysis is the ability to analyze data to spot a series of linked events or consequences. Seeing the trend a manager or another person able to make a decision can act upon that trend.
Proactive Problem Management also targets preventive actions throughout supplying workarounds or procedures to people within the organization (or even 3rd parties) to prevent further incidents from occurring.
source: ITIL Resources
published: 2008-11-05 02:23:32