A Good Problem Management Process is Key to Reduce Outages.

SIX Swiss Exchange suffered an unfortunate outage last week, the worst in over a decade. To reduce outages, a good problem-management process, as part of an ITIL-based IT support model, is key. This article provides insight into:

• What a good problem-management process includes.
• What a problem incident report should include.
• When they should be expected.