Karen Ferris' excellent article is here and it helps to uncover the lost world of problem management.
Karen points out, quite rightly, that many organizations think they are doing Problem Management when in fact they are managing major incidents.
So, if you think you know about Problem Management, have you got the answers to these questions ?
- What's the main difference between Incident and Problem Management ?
- What skills and people are required to run a great Problem Management function ?
- How can Problem Management ROI be demonstrated ?
Read the full article to find out for yourself (just you make sure you got the right answer ;> )
Download the Full PDF Here