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Problem Mgmt by Mind Map: Problem Mgmt
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Problem Mgmt

Pro-active

Monitoring

Trending

Governance

AXA Tech

Service

Service Mgmt

Service Assurance

Interfaces

Incident

Post Incident Review

Change

Post Change Review

Projects

Process

Identify

Record

Classify

Investigate

Diagnose

Resolve

Close

Metrics

# Problems by Status

Open, Hold, Awaiting Confirmation, Average Age of Problems, # Outstanding Actions

Closed, % No Action, % In SLA, % Out of SLA

Trends

# of Re-occurances

% Problems Reviewed

Customer Satisfaction