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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