Statements (48)
| Predicate | Object |
|---|---|
| gptkbp:instanceOf |
ITIL process
|
| gptkbp:aimsTo |
minimize impact of incidents
prevent incidents |
| gptkbp:benefit |
reduced downtime
improved customer satisfaction lower support costs |
| gptkbp:category |
Proactive Problem Management
Reactive Problem Management |
| gptkbp:describedBy |
gptkb:ITIL_4
gptkb:ITIL_v3 |
| gptkbp:focusesOn |
managing problems
|
| https://www.w3.org/2000/01/rdf-schema#label |
ITIL Problem Management
|
| gptkbp:includes |
problem resolution
problem diagnosis problem detection problem categorization problem closure problem prioritization known error record creation problem investigation problem logging workaround identification |
| gptkbp:objective |
improve service quality
eliminate recurring incidents reduce impact of incidents |
| gptkbp:output |
Workarounds
Known Error Records Problem Records Request for Change |
| gptkbp:partOf |
ITIL Service Management
|
| gptkbp:relatedStandard |
gptkb:ISO/IEC_20000
|
| gptkbp:relatedTo |
Incident Management
Change Management Capacity Management Availability Management Service Continuity Management |
| gptkbp:role |
gptkb:Service_Desk
Problem Analyst Problem Manager |
| gptkbp:uses |
error control
trend analysis Root Cause Analysis Known Error Database Problem Records major problem review problem control |
| gptkbp:bfsParent |
gptkb:ServiceNow_Problem_Management
|
| gptkbp:bfsLayer |
7
|