Paper # 8022 Say Goodbye to Post Mortems, Say Hello to Effective Problem Management

机译：纸＃8022告别发布验尸，为有效的问题管理说你好

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This paper describes the problem management process my company uses to investigate, classify, communicate and remediate the causes of service outages. Most outages have multiple addressable root causes; our process links these to the outage for analysis and assignment of multiple remediation actions. Root causes can also be analyzed independently, providing powerful trending metrics. The evolution of our problem management system is discussed, along with classification methods and items tracked. This process has proven to be very effective in eliminating repeat outages.

机译：本文介绍了我公司用于调查，分类，沟通和修复服务中断原因的问题管理过程。大多数中断都有多种可寻址的根本原因;我们的过程将这些链接到了分析和分配多种修复行动的中断。还可以独立分析根本原因，提供强大的趋势指标。讨论了我们问题管理系统的演变，以及跟踪的分类方法和项目。这一过程已被证明在消除重复中断方面非常有效。

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《UK Computer Measurement Group Annual Conference》|2010年||共10页
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Charles T. Foy;
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中图分类 TB907.2-53;
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Paper # 8022 Say Goodbye to Post Mortems, Say Hello to Effective Problem Management

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