Definition: Proactive Problem Management

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Proactive problem management aims to identify and prevent future incidents from re-occurring by identifying and eliminating the root cause.

The main activity associated with proactive problem management is trend analysis.  This includes analysis of historical incidents and investigating their root causes.

Some questions to consider during trend analysis is:

  • The Number of incidents of a particular category increasing
  • The overall number of unresolved incidents increasing
  • The number of unresolved incidents assigned to a particular resolution group increasing
  • The number of incidents assigned a particular category increasing.

 

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