Problem Management is used mainly by technicians. This is the stage at which reference to
previous incidents a knowledge base or quick fixes will not be effective. This is where the
technician calls upon all their problem-solving skills and analysis techniques to decide how to
approach the problem how much time to allocate and what to do if the problem cannot be resolved.
- If a school has numerous incidents that cannot be quickly resolved and is implementing lots of
quick fixes, it should decide to use Problem Management to tackle the cause of the incidents.
- If the same incident occurs repeatedly, time should be allocated to using the Problem
Management process described in FITS
- A school should have a process to deal with major incidents - for example, a server crash,
virus attack or an unexplained slow network. Schools that wish to manage their approach to
major incidents should consider implementing Problem Management.
- Most organisations including schools, need to know how their ICT systems are functioning,
what is failing and how long systems are unavailable.
- The reports that can be defined from Problem Management should provide insight to the school
about the technical issues that create incidents and problems.
- Problem Management should always be implemented with Incident Management to provide the
school with an effective approach to its technical support.
