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Problem Management Process Overview

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by

Eduardo Morales S.

on 18 June 2013

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Transcript of Problem Management Process Overview

Problem Management Process
Definition of "Problems"
Problem Record Landscape
Problem Management Process Roadmap
Conclusion
Introduction
Problem Management helps to identify the cause of an error in the IT infrastructure that is usually reported as occurrences of related incidents.
Resolving a problem means fixing the error that will stop these incidents from occurring in the future.
Problem Management seeks to remove the causes of incidents permanently from the IT infrastructure
A Problem
is an unknown, underlying cause of one or more incidents.

The cause is not usually known at the time a Problem Record is created and the Problem Management Process is responsible for further investigation.

Problems are identified and created from a single significant incident for which the cause is unknown, but for which the business impact is significant.
Goals of Problem Management
Reduce
impact of
recurring
or
significant
issues by finding the root cause (This should reduce the number of calls to the service desk).
Seeks
to initiate actions to improve or correct the problem
Benefits
Identify the root cause and remove problems from the environment to prevent future incidents.
Reduce the number of outages/incidents resulting in increased availability
Reduction of redundant calls to the service desk
Improved Customer Service
Implement Permanent solutions
Improve organizational learning
When should you open a problem ticket?
Process Mandated:
A single incident for which the cause is unknown, but for which the impact is significant.
Proactive
: Where a problem has been identified before an incident has been raised.
Business Initiated:
The business has requested a problem record be opened to resolve one or more incidents

Incident Matching:
Identifying recurring Incidents
Monitoring Events:
Might lead to future Incidents
Who can open and work a Problem ticket?
You! Any
roled/licensed
user can and should open a problem ticket if you discover a potential issue that can and would cause an incident.


The OIC may also open a Problem ticket for our team to resolve when working a high Level Incident
Who can work on a problem ticket?
You! Any “
roled
” (licensed) user can work a problem/RCA/CA ticket.
Who can approve the problem tickets?
@IT Problem Approvers which contains the Organization FTE’s (Functional-Technical Expert) list.

Please assign your Problem ticket to the correct FTE within that DL.
"While Incident Management deals with fighting symptoms to incidents"
"Problem resolution and elimination of root cause often calls for applying a change to the configuration item in the existing IT environment".
Full transcript