Problem-Solving Group Explained

Problem-Solving Group (PSG) is a team of problem management and technical support staff that is formed to investigate and diagnose a recurring IT problem.

Background

The concept of the Problem-Solving Group was introduced in ITIL Service Operation 2007^[1] but was removed from ITIL Service Operation 2011.^[2]

Definition

The ITIL Service Operation manual describes the purpose of a Problem-Solving Group as follows:

A paper with a more detailed description of a PSG was presented at a meeting of the British Computer Society at the University of Northampton.^[3]

See also

• ITIL v3 problem management

Notes and References

1. Book: David Cannon and David Wheeldon. David Cannon and David Wheeldon. ITIL Service Operation. The Stationery Office. 2007. 978-0113310463.
2. Book: Randy A. Steinberg. Randy A. Steinberg. ITIL Service Operation. The Stationery Office. 2011. 978-0113313075.
3. Building an Effective Cross-Technology Problem Solving Group. December 2011. Advance7.