ITSM - Problem Management Flashcards
Define Problem Management
Problem Management is the process responsible for managing the lifecycle of all problems. The primary objectives of Problem Management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.
Detail Problem Management Scope
Problem Management includes the activities required to diagnose the root cause of Incident Management and to determine the resolution to those problems. It is also responsible for ensuring that the resolution is implemented through the appropriate control procedures, especially Change Management and Release Management.
Problem Management will also maintain information about problems and the appropriate workarounds and resolutions, so that the organization is able to reduce the number and impact of Incident Management over time. In this respect, Problem Management has a strong interface with Knowledge Management, and tools such as the Known Error Database will be used for both. Although Incident Management and Problem Management are separate processes, they are closely related and will typically use the same tools, and may use similar categorization, impact and priority coding systems. This will ensure effective communication when dealing with related incidents and problems.
Detail its value to business
Problem Management works together with Incident Management and Change Management to ensure that IT service availability and quality are increased. When incidents are resolved, information about the resolution is recorded. Over time, this information is used to speed up the resolution time and identify permanent solutions, reducing the number and resolution time of incidents. This results in less downtime and less disruption to business critical systems.
Additional value is derived from the following:
- Higher availability of IT services
- Higher productivity of business and IT staff
- Reduced expenditure on workarounds or fixes that do not work
- Reduction in cost of effort in fire-fighting or resolving repeat incidents.
Define the two major processes in Problem Management
Reactive Problem Management, which is generally executed as part of Service Operation
Proactive Problem Management which is initiated in Service Operation, but generally driven as part of Continual Service Improvement (CSI).
Detail methods for problem detection
Suspicion or detection of a cause of one or more incidents by the Service Desk, resulting in a Problem Record being raised – Service Desk may have resolved the incident but has not determined a definitive cause and suspects that it is likely to recur.
Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist.
Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident which may reveal the need for a Problem Record.
A notification from a supplier or contractor that a problem exists that has to be resolved.
Analysis of incidents as part of proactive Problem Management
What details should be taken when logging a problem?
User details Service details Equipment details Date and time initially logged Priority and categorization details Incident description Details for all diagnostic or attempted recovery actions taken.
Detail the purpose of Known Error Record
After the investigation is complete and a workaround (or even a permanent solution) has been found, a Known Error Record must be raised and place in the Known Error Database in order to identify and resolve further similar problems. The main purpose is to restore the affected service as soon as possible with a minimal impact on the business.
Detail the purpose of Major Problem Review
A good practice is to have a review for all major problems. The review should examine:
The correct steps taken
The problems encountered during the implementation of the solution
The need to improve
Prevent the recurrence of further similar incidents
Third-Party/Vendor/Supplier involved in the implementation
The knowledge learned from the review should be incorporated into a service review with the business customer to ensure that the customer is aware of the actions taken and the plans to prevent future similar incidents from occurring. This helps to improve customer satisfaction and assure the business that Service Operations is handling major incidents responsibly and actively working to prevent their future recurrence.
