IT Problem Management

Chapter 6. Problem Logging

The problem logging process is initiated after a service request has been identified and validated (see Figure 6-1). The purpose of the logging process is to create a centralized record of the service request (a ticket) and then categorize and prioritize the record for processing. There are three main components to problem logging. First, the service center agent must gather information. Next, when the agent has gathered enough information, he or she categorizes and prioritizes the problem. This often requires negotiation with the client. Finally, the agent documents the request (logs it) in a central location.

Problems can be detected and reported by customers, and they can be detected and logged automatically if ...