Problem management at the Department for Work and Pensions

May 2021

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The UK government’s Department for Work And Pensions has been improving its problem management processes for years. They have used ideas from a range of service management frameworks, including ITIL 4, to optimize their ways of working and cultivate a effective problem management culture.

Read this case study to find out what changes they’ve made, and why.

Introduction
The evolving demands on Problem management
Problem management in the DWP
Conclusion
About the authors
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