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  • Research Bytes - Problem Management: Major Payback for the Data Center

    Problem Management: Major Payback for the Data Center

    Twenty percent of data center personnel time is devoted to incident management and problem management, as those terms are defined by the IT Infrastructure Library (ITIL).  This article provides statistics for percent of data center staff time spent on these activities by platform (mainframe, Windows, UNIX, and Linux). The conclusion: organizations can enjoy significant cost savings by devoting more effort toward problem management, which will reduce the occurance of incidents in the production environment.

    September, 2006

  • IT Best Practices - Problem Management: How Effective Are Your Technical Support Functions?

    Problem Management: How Effective Are Your Technical Support Functions?

    In today’s challenging economic times, an IT organization’s ability to prevent and recover from problems arising from IT failures is more critical than ever before. The far-reaching effects of several hours or even a few minutes of operational downtime can potentially wreak havoc on your business’ bottom line. This article provides an overview of the key displine of problem management

    April, 2003