但是，从事IT工作的团队不会在等待系统崩溃之前做出响应。 IT项目管理 teams are tasked with preventing 问题s from occurring—and certainly from regularly occurring.
This is called 问题 management, which has been detailed into best practices within the services management framework ITIL, or the information technology infrastructure library.
Problem management is the methodology related to responding to IT 问题s, especially those that are recurring, to make sure that they are resolved and don’t return.
这涉及快速 发现问题和then providing a viable solution, or at least some workaround to reduce the impact on the organization and stop the 问题 from reappearing.
ITIL& Problem Management
One of the aspects of 问题 management is pinpointing the issue in the IT infrastructure that is the root cause of the 问题, which is where the ITILcomes in.
问题管理的类型& Related Processes
Problem management falls under the larger umbrella of ITILprocesses. ITILservice operation processes include 问题 management, incident management, request fulfillment, event management and access management.
事件 Management vs. Problem Management
“Incident” and “problem” might seem like similar words, but in the realm of 问题 management they have different meanings. According to ITIL, an incident refers to “an unplanned interruption to a service, or the failure of a component of a service that hasn’t yet impacted service.”
A 问题, on the other hand, is made up of more than one related incidents, or those that have common issues. Therefore, a 问题 is more severe than an incident. It requires more follow up. A 问题 is not an incident, but an incident can create a 问题 if it’s recurring.
Managing an incident means fixing it and restoring the system as fast as possible. A 问题 is resolved 通过 discovering its root cause to make sure that new incidents don’t occur.
The 问题 solving team can be an internal technical support team, or a group of external suppliers or vendors. Sometimes, if the 问题 demands special attention, the 问题 manager will 组建一个特别小组, with the expertise needed to solve the 问题, dedicated to that specific 问题 and its resolution.
Now that we know what 问题 management is, how does it work as a successful process? First of all, it’s not just about 问题 solving. At the highest level, yes, 问题 management resolves 问题s. But it’s more about the entire life cycle of that 问题.
The process for 问题 management then is a structured way to manage 问题s in IT after they are first reported 通过 users or service desk technicians. The 问题 management process can be broken down into these seven steps.
Once the 问题 has been logged, then it must be categorized to better assign and monitor, as well as given a priority. This helps to determine how important the 问题 is and when it should be addressed 通过 the team.
Once the 问题 is identified and logged, then comes the search for its root cause. This can be done through investigating the known error database to find other 问题s that match the one you’re trying to diagnose and seeing if there are any recorded resolutions.
如果可以通过解决方法暂时解决问题，则这可能是最好，最快的解决方案。它不是永久性更改，不应以交换来解决问题，但它可以使技术重新回到正常轨道，并减少停机时间和中断，直到可以使用永久性更改解决方案为止。请注意不要产生太多 技术债务 .
After you’ve identified, logged and diagnosed the 问题, it’s important to collect that information in a known error record. This is where you can go back and look up 问题s when others arise in your IT and see if it’s one you’ve already handled.
This makes resolving the 问题s faster and easier, resulting in less downtime and disruption.
When you have a resolution for the 问题, 实施它 使用标准更改程序并测试分辨率，以确保它确实有效。有时，此过程是通过请求变更文件来执行的，然后必须先批准变更文件，然后才能实施。
Once resolved and tested, the 问题 can be closed. The final bit of paperwork is usually completed 通过 the service desk technician, who makes sure that the details are accurate for future reference.
A successful 问题 management results in less downtime and fewer disruptions in the business. It also improves service availability and quality. Problem management helps companies to reduce the time they spend having to resolve 问题s and also the number of 问题s that occur.
This all leads to an increase in productivity and reduces costs. The final step in the 问题 management journey is that it leads to improved customer satisfaction.
Technology is changing all the time, faster and faster with each passing quarter, and 问题 management is one way to mitigate the chaos often associated with these changes. Problem management keeps services running and increases quality.
问题需要解决方案，而解决方案则来自拥有正确工具的人员。 ProjectManager.com is an online project management software that organizes projects, including when those projects are dealing with IT 问题s.
日志问题& Build Projects
When a 问题 has been identified 通过 the help desk or a user, it becomes more than just an IT 问题. It is now a project to resolve it. One way ProjectManager.comhelps is 通过 structuring its resolution in a 看板 .
通过 logging the identified 问题 in ProjectManager.comyou can now archive the work to resolve it. This now becomes a piece of historical data to reference if and when the 问题 shows up again.
Once the 问题 has been diagnosed, it can go on a kanban card and move through the kanban as it is being worked on and completed. Adding tabs can list them as bugs, so they’很容易找到。您甚至可以优先考虑它们。
但是如果有的话’s work that can’t be done until you resolve the 问题? That’s的依赖项。它们可以链接到 甘特图视图 。只需将看板切换为甘特图。 ProjectManager.com有多个项目视图。
Next time your IT department is struggling with resolving a 问题, give them ProjectManager.com. It has the tools IT professionals want.
ProjectManager.com是一个基于云的项目管理软件，可以用作问题管理工具。我们的软件可以将您的问题收集和分类为项目，因此可以控制问题管理过程。您可以实时跟踪问题的解决方案，分配团队成员来解决问题，并为他们提供一个更有效地协作和工作的平台。 Solve your 问题s 通过 trying ProjectManager.comfree with this 30-day trial offer.