Problem Management Screws Up Our Metrics!:
“Perhaps Problem Management is such as challenge due to the fact that we have lost sight of the forest by focusing on the daily grind of managing trees! Or perhaps a more accurate statement is that we don’t have a forest or trees problem at all. What we have is a bark problem – we are far too close to the technology issues to even envision that we have a problem.
Back to ITIL and Problem Management for a moment…