Discover Performance Blog

Welcome to the Discover Performance blog, a resource for enterprise IT leaders who share a passion for performing better. Here you’ll find strategic insights and best practices from your peers as well as from HP’s own practitioners who help others define, measure and achieve better IT performances.

For additional in-depth articles on critical topics for IT executives, visit  http://hpsw.co/b7NWj4e

Optimizing your service delivery through improved problem management

IMG_1614-Edit_SML.jpgIn my most recent post, I wrote about good IT configuration management. This post turns to the discipline of problem management: identifying and classifying problems; determining their root causes; and providing timely resolution to prevent recurring incidents. Doing this well accomplishes many things, including increasing availability, improving service levels, reducing IT costs, and improving customer satisfaction by reducing the sheer number of operational problems.

COBIT problem management metrics improve services levels and reduce IT cost

IMG_1614-Edit_SML.jpg For the last two months, I’ve been examining different elements of the COBIT 5 standard and explaining why COBIT 5 should be part of your IT strategy. In a nutshell, COBIT 5 provides a roadmap for IT organizations to take their performance to the next level. I especially like that COBIT 5 provides IT leaders with the metrics to drive performance improvement. Today, we will turn our attention on managing problems. COBIT 5 defines problem management as:

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About the Author(s)
  • Alec Wagner is a longtime writer & editor, enterprise IT insider, and (generally) fearless digital nomad.
  • Lending 20 years of IT market expertise across 5 continents, for defining moments as an innovation adoption change agent.
  • This account is for guest bloggers. The blog post will identify the blogger.
  • I'm the community manager for Discover Performance and have been a writer/editor in the technology field for several years.
  • Mike has been with HP for 30 years. Half of that time was in R&D, mainly as an architect. The other 15 years has been spent in product management, product marketing, and now, solution marketing. .
  • Paul Muller leads the global IT management evangelist team within the Software business at HP. In this role, Muller heads the team responsible for fostering HP’s participation in the IT management community, contributing to and communicating best-practice in helping IT perform better.
  • Rafael Brugnini (Rafa) serves as VP of EMEA & APJ for HP Software. Joining in 1996 and has more than 20 years of knowledge and experience linked to HP. He resides in Madrid with his wife and family, and in his spare time he enjoys windsurfing.
  • Evangelist for IT Financial Management (ITFM), IT Governance and IT Portfolio Management, consulting IT organisations for Close to 15 years on principles of good governance.
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