ITIL - Problem
management and PF HelpDesk |
 |
Problem management procedure |
|
PF HelpDesk
action
|
| Problem classification |
|
Incident Types are identified by administrator in
the
PF HelpDesk Settings and selected by helpdesk
staff.
Incident Categories are used in the statistics. |
| Problem identification and
recording |
|
Done by helpdesk staff in their normal
use of PF HelpDesk |
| Trend analysis, problem investigation
and diagnosis, targeting support action |
|
Analysis of data via reports from
OLAP Reporting Tool |
| Providing information to the
organization |
|
KBase articles, in Outlook or published to
website or intranet
|
|
|
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