Applying ITIL framework to analyze problem management’s KPI: a case study of Mesiniaga Berhad / Abdul Jalil Abdul Rahim

• Main Author: Abdul Rahim, Abdul Jalil
• Format: Thesis
• Language: English
• Published: 2017
• Subjects: Electronic data processing. Information technology. Knowledge economy. Including artificial intelligence and knowledge management; Problem solving
• Online Access: https://ir.uitm.edu.my/id/eprint/66057/1/66057.pdf; https://ir.uitm.edu.my/id/eprint/66057/

Problem Management (PM) is one of the components in the Information Technology Infrastructure Library (ITIL) Service Support area. The primary focus of Problem Management is to identify causes of service issues and commission corrective work to prevent recurrences. To address this practice and make...