Problem Mgmt
作者：paul paul
1. Pro-active
1.1. Monitoring
1.2. Trending
2. Interfaces
2.1. Incident
2.1.1. Post Incident Review
2.2. Change
2.2.1. Post Change Review
2.3. Projects
3. Process
3.1. Identify
3.2. Record
3.3. Classify
3.4. Investigate
3.5. Diagnose
3.6. Resolve
3.7. Close
4. Governance
4.1. AXA Tech
4.2. Service
4.2.1. Service Mgmt
4.2.2. Service Assurance
5. Metrics
5.1. # Problems by Status
5.1.1. Open
5.1.1.1. Hold
5.1.1.2. Awaiting Confirmation
5.1.1.3. Average Age of Problems
5.1.1.4. # Outstanding Actions
5.1.2. Closed
5.1.2.1. % No Action
5.1.2.2. % In SLA
5.1.2.3. % Out of SLA