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Problem Management among other processes

There should be a close interface between the Incident Management process and the Problem Management and Change management processes as well as the function of Service Desk. If not properly controlled, Changes may introduce new Incidents. A way of tracking back is required. It is therefore recommended that the incident records should be held on the same CMDB as the Problem, Known Error and Change records, or at least linked without the need for re-keying, to improve the interfaces and easy interrogation and reporting.

Incident priorities and escalation procedures need to be agreed as part of the Service level Management process and documented in the SLAs.

The Problem Management process requires the accurate and comprehensive recording of Incidents in order to identify and efficiently the cause of the Incidents and trends. Problem Management also needs to liaise closely with the Availability Management process to identify these trends and instigate remedial action.

Added: 2007-10-09