Abstract: This article gives key aspects that are recommended to be followed to elevate the maturity level of IT Problem Management Process. This includes the use of an integrated system, the focus on proactive problem management, and the establishment of well-defined KPIs. The article explains those aspects in details.
Keywords: IT Problem Management, IT Service Management, ITIL, KPI, CSF, Best Practices.
Title: Key Aspects for a Mature IT Problem Management Process
Author: Zahra A. Alsadah, Omar I. Eid
International Journal of Computer Science and Information Technology Research
ISSN 2348-1196 (print), ISSN 2348-120X (online)
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