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Problem Management Process - Overview

2011-10-26 15:26:41 3 举报
The following process flow shows an overall ITIL based version of the Problem Management process for resolving client problems.
Problem Management Process
ITIL Process
作者其他创作
大纲/内容
Escalate to Problem Manager
Problem Resolution
Problem Workaround
Problem Record
Incident from Incident process
Allocate Prioritise
Updated Problem Record
Project Requests
Validated Severity
Management Information
Communications
Level 2 Priority
ProblemDetermination
Escalations
To Incident process
Tracking
Reporting & Control
Workaround & Recovery
Closed Problems
Notification
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