Case Study: Problem Management Practice Improvements

This IDC Perspective delves into enhancing problem management practices through strategic improvements in people, processes, and technology, aiming to boost technology performance and customer experience. It offers actionable recommendations such as upgrading processes, investing in technology, and fostering a culture of proactive observability and continuous improvement, underpinned by the establishment of clear service-level agreements and clear definitions of the problem management practice."Transforming problem management with strategic practices enhances both technology performance and end-user experience," said Snow Tempest, research manager for IT Service Management at IDC.