Problem-Solving Group

Problem-Solving Group (PSG) is a team of problem management and technical support staff that is formed to investigate and diagnose a recurring IT problem.

Background

The concept of the Problem-Solving Group was introduced in ITIL Service Operation 2007[1] but was removed from ITIL Service Operation 2011.[2]

Definition

The ITIL Service Operation manual describes the purpose of a Problem-Solving Group as follows:

The actual solving of problems is likely to be undertaken by one or more technical support groups and/or suppliers or support contractors – under the coordination of the Problem Manager.

Where an individual problem is serious enough to warrant it, a dedicated problem management team should be formulated to work together in overcoming that particular problem. The Problem Manager has a role to play in making sure that the correct number and level of resources is available in the team and for escalation and communication up the management chain of all organizations concerned.

A paper with a more detailed description of a PSG was presented at a meeting of the British Computer Society at the University of Northampton.[3]

See also

References

  1. ^ David Cannon and David Wheeldon (2007). ITIL Service Operation. The Stationery Office. ISBN 978-0113310463.
  2. ^ Randy A. Steinberg (2011). ITIL Service Operation. The Stationery Office. ISBN 978-0113313075.
  3. ^ "Building an Effective Cross-Technology Problem Solving Group" (PDF). Advance7. December 2011. {{cite journal}}: Cite journal requires |journal= (help)

Content Disclaimer

Informasi ini disarikan dari Wikipedia dan disajikan kembali untuk tujuan edukasi. Konten tersedia di bawah lisensi CC BY-SA 3.0. Kami tidak bertanggung jawab atas ketidakakuratan data yang bersumber dari kontribusi publik tersebut.

  1. The information displayed on this website is sourced in part or in whole from Wikipedia and has been adapted for the purpose of restating it. We strive to provide accurate and relevant information, however:
  2. There is no guarantee of absolute accuracy. Wikipedia is an open, collaborative project that can be edited by anyone, so information is subject to change.
  3. It is not intended to constitute professional advice. The content displayed is for informational and educational purposes only. For important decisions (e.g., medical, legal, or financial), please consult a professional.
  4. Content copyright. Wikipedia is licensed under the Creative Commons Attribution-ShareAlike License (CC BY-SA). This means that content may be reused with appropriate attribution and shared under a similar license.
  5. Responsible use. Any risk arising from the use of information from this website is entirely the responsibility of the user.