In order to direct scarce resources for Service Support most effectively, it is worthwhile investigating which Problem areas
are taking u most support attention.
Following information must be taken into account:
- the volume of Incidents,
- the number of Customers impacted,
- the duration and related costs of resolving the Incident,
- the cost to the business.
This approach avoids concentrating effort on a group of Incidents, that may be relatively large in number but do not cause
a high impact on the level of service provided, instead indicating that it may be more profitable to investigate a small number
of Incidents, that are having a very high impact on the business of the organisation.
After the Problem areas tat need most attention have been identified, Problem Management should initiate appropriate actions,
like:
- raising an RFC
- providing feedback regarding testing, procedures, training and documentation,
- initiating Customer and Service Support staff education and training,
- ensuring adherence to Problem Management and Incident Management procedures
- process or procedural improvement.