- Published: Wednesday, August 18, 2021 15:06
By Ed Caufield, Distinguished Alumni and
Lonnie Sanders III, Associate
Andy Warhol once said, “They always say time changes things, but you actually have to change them yourself.” But as any IT manager will tell you, sometimes when you do change things, things don’t go as planned or envisioned. Trying to avoid having changes go wrong and then analyzing the situation when they do is what Change Management and Problem Management are all about.
In the first article of this multi-part series on getting the ITSM (IT Service Management) basics in place, we focused on Incident Management. Incident Management is about prioritizing and addressing “incidents,” which is what happens when something in your environment breaks. In this article we will discuss Change Management and Problem Management, which are the next two logical steps in the IT Service Management process.