Managing IT related issues
Posted on 2016-09-21
What kind of process or procedures govern the issues and problems identified within the IT infrastructure? I'm vaguely aware of problem management and incident management but I'm not sure if what I am thinking of fits in to either one of these categories.
For example, an IT technician installs a new server and puts on the required business application. Afterwards he notices that backups cannot be taken for this application. How does he go about formally logging this so that it is not just forgotten about about and left unresolved? I keep coming back to problem management but I'm not sure. Should it just be raised with the service desk and given a ticket and tracked that way or is there some other service management solution that would work better in this case?