Gerenciamento de Problemas segundo a ITIL4® Practitioner Problem Management #ITIL4 #ITIL

In this video, which is part of a lesson from the ITIL®4 Practitioner Problem Management course, I explore the Problem Management process, which differs from incident management in its more strategic and in-depth approach. While incident management focuses on restoring services as quickly as possible, problem management aims to identify and eliminate the root causes or potential causes of incidents, preventing future disruptions. Introduction to Problem Management - 00:04 Explanation of what an underlying problem is - 00:17 Objective of Problem Management Practice - 01:00 Workarounds and Known Errors - 02:08 Key Elements of Problem Management - 03:13 Difference Between Problem and Incident Management - 04:52 Problem Management Responsibilities - 05:35 Problem versus Incident - 06:17 Definition of a Problem - 07:14 Complexity of IT Environments - 08:02 Unpredictable Problems and Constant Changes in the IT Environment - 09:06 Problem Management Guarantees - 10:07 Recapitulating the Difference Between an Incident and a Problem - 11:02 Official ITIL 4 Courses: https://www.pmgacademy.com/curso-onli... LinkedIn: adrianomartinsantonio Instagram: adrianomartinsantonio Facebook: adriano.martinsantonio @ProfAdrianoMartinsAntonio #itil4 #service management #call desk #incident management #itil4Practitioner #itil4practice #problem management