Category:Problem Management

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The ITIL Map

Define a vision for your IT organisation that is aligned with the Business.Control your IT expenses!Ensure correct handling of future expectations and requirements.Provide assurance of IT services.Ensure agreement with your customer on services.Guarantee an up to date service menu.Ensure the correct capacity of your services.Ensure the correct avalability of your services.Plan for the unexpected.Ensure appropriate security for your services.Control who delivers to us.Reply to user requests in a service minded manner.Solve the unexpected in the daily operations!Detect and sort activities in your IT infrastructure.Ensure correct access to your services.Fix the unexpected in the daily operations.Reduce mistakes effecting Business.Control the changes to the IT infrastructure.Predicted performance vs. Actual performance.Change services without unexpected downtime.Assure that your service does what is intended.Keep the knowledge in your company!Keep track of how your services are interconnected.Know how to measure your services.Ensure correct analysis of your services.Standstill = Decline!Friendly and helpful single point of contact for your users.Contract between you and your customers.
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One of the key processes in Service Operation, Problem Management focusses on preventing Incidents for reoccuring permanently.

Example of a Problem Management flow chart
Example of a Problem Management flow chart


Contents

Goals & Objectives

  • Prevention of Incidents and problems.
  • Eliminate incident repetition and minimize the impact on which can not be avoided, given their root causes.

Terminology

  • Problem - One or more Incidents, with unknown underlying root cause.
  • Error - A problem with a known underlying root cause, but without a solution. This means that someone found the cause of the problem, but still has no way of solving it permanently.
  • Known Error - An error with a known
  • KEDB - Known Error Data Base, the main tool for storing information about errors
  • Root Cause Analysis

Roles

Problem Manager: Accountable

Scope

  • All actitivities to diagnose root cause of incident and determine a solution.
  • Guarantee that procedures needed to fix the problem follows the required processes, like Change Management, Service Validation & Release Management.
  • Appropiate update of KEDB with workarounds and resolutions.

Activities

As Problem Management is a key process in the Service Operation life cycle phase, the main goal is to ensure normal service operation as soon as possible. Therefore the following 4 activities or something similar should be performed:

  • Identify - Log - Categorize - Prioritize

Interfaces

Inputs

  • Service Desk impressions and suspicions.
  • Events.
  • Incidents.
  • Problems.
  • Notification from supplier.

Outputs

  • Known Error Records
  • RFCs for problems closure.
  • Workarounds

Value to the Business

  • Increase service quality and availability as well incidents impact are minimized or eliminated.
  • When service availability is maximized same it's the productivity.
  • Reduce the cost in all processes related to Incidents detection, management and resolution.

Implementation

Challenges to implementation

Tips for exam

  • Reactive and proactive activities.
  • Challenges & Critical Success Factors.
  • Relations with other processes.
  • KEDB & CMS as parts of the SKMS.
  • Mayor Problem review.

References and resources

  1. Key Element Guide Service Operation - OGC
  2. ITIL Service Operation - OGC

Articles in category "Problem Management"

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