Practical Guide to IT Problem Management

Some IT organisations seem to expend all their energy firefighting – dealing with incidents as they arise and fixing, or patching over, the breakage. In organisations like this, restarting computers is seen as a standard method to resolve many issues. Perhaps the best way to identify whether an organisation understands problem management is to ask what they do after they have restarted the computer. If restarting the computer fixes the issue, it is very tempting to say that the incident is ...