A definition of proactive problem management
Michael Hall and the Problem Management Special Interest Group
There is a great deal of discussion about the merits of Proactive Problem Management, but there seems to be some confusion and disagreement regarding the activities involved.
What actually is Proactive Problem Management, and how does it differ from its reactive counterpart? What can it do for an IT department and a business in general?
In this paper, written by Paul Offord and Steve White of the itSMF UK Problem Management SIG, we outline a set of activities that make up the practice of Proactive Problem Management and the benefits that these can bring. The information has been gathered from more than 20 problem managers through online forums and telephone discussions.