Problem Resolution Process Management

Atılım University's Problem Resolution Process is managed by the Directorate of ICT, in accordance with the ITIL© (Information Technology Infrastructure Library) principles, in order to prevent problems and incidents, to eliminate repetition of incidents, and to minimize the impact of incidents which cannot be prevented.

 

A Problem is the unknown cause of one or more incidents.

 

A Root Cause is the very fault which makes the incident to occur.

 

A Workaround is a set of predefined steps used to handle a particular type of incident which has been seen before. Workarounds are used for mitigating or eliminating of an incident or a problem for which a full resolution  is not yet available.

 

A Known Error is a problem which has a documented root cause and a workaround.

 

A Problem Database is a common repository which provides the information of Problems, Workarounds and Root Causes with the ICT Specialists, to constitute a reusable, corporate memory rgarding the already encountered and resolved problems.

 

Atılım University's Directorate of ICT aims for converting all of the ICT problems into ICT Known Errors so that the Technical Specialists can resolve all of the incidents with the minimum down time and maximum effectiveness.

 

Atılım University's Problem database is managed by the IT Help Desk.