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 1. Overview - What is Problem Management 
 What is Problem Management? 
 Who uses Problem Management? 
 Why use Problem Management 
 How Problem Management works 
 What does Problem Management cost? 
 2. Guide - How to implement Problem Management 
 Define what needs to be done to implement Problem ...  
 Prepare to implement Problem Management 
 The Problem Management implementation plan 
 Problem Management post implementation review 
 Roles and responsibilities in Problem Management 
 Problem Management resources 
 3. Operations Guide to Problem Management 
 How to operate Problem Management 
 When does Problem Management occur? 
 Who carries out Problem Management? 
 Problem Management resources 
 Problem Management reports 
 4. Problem Management toolkit 
 Problem Management checklist 
 Problem Management process 
 Using problem analysis tools 
 The Problem Management implementation plan 
 Sample document to users about the introduction of...  
  Incident diagnostics 
 5. Roles and responsibilities of Problem Management 
 DW1157_3 Roles and responsibilities in Problem Man...  
 Who uses Problem Management? 
 6. Review of Problem Management  
 Recap of Problem Management  
 Checklist  
What does Problem Management cost?
Costs of implementing Problem Management
  • Initially it costs someone's time and effort to look at problems and document an approach to resolving them in the future.
  • The technician should be able to put time aside each week to look at problems. This time should be protected.

As a proactive process, Problem Management:
  • will save time, as fewer incidents are logged
  • will save budget, as the technician's salary is not used on resolving the same incident many times
  • will increase the availability of equipment which will fail less often
  • will increase the confidence of the users - both teaching staff and students - as the systems become more reliable.

  • Go back to Overview - What is Problem Management
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