1) comes with BPPM (best practice problem management)this is the phases PM will take you through. You can also define your own. 2) ITIL v3 3) can contribute direct to KM (knowledge management) 4) has a remind feaure (email or popup etc) 5) relate IM's and PMS 6) search KM 7) clone
Problem managment is now broken into
OOB (out of box)
Problem control: detect, log + categorise Prioritization and planning Investigation and diagnosis resolution clousure and review. Problem control is all about restoring service ASAP.
Error control: Is where problem control may or may not have provided a workaround, error control is responsible for fixing the CI with error permanently via RFC. error control phases:
log and categorize investigation solution acceptance resolution.