Problem Management Flashcards
What is the problem management lifecycle?
Detection and Logging
Investigation and Diagnosis
Resolution and Closure
What are the possible states for a problem?
New
Assess
Root Cause Analysis
Fix in Progress
Resolved
Closed
What are the main problem management main tables?
Problem[problem]
[problem_task] extended
also related to:
Change[change] Incident[incident]
What are the permissions for someone with the admin role?
Can perform all tasks and operations except updating related incident counts.
What are the permissions for someone with the Itil_admin + Itil roles?
> Create, update, read and delete problem records and tasks.
> Add related incident records
> Create normal and emergency changes.
What are the permissions for someone with the itil role?
> Create, updateand read problem records and tasks.
> Add related incident records
> Create normal and emergency changes.
What are the permissions for someone with the problem_admin role?
Can perform all tasks and operations except updating related incident counts.
What are the permissions for someone with the problem_manager role?
Can perform all tasks and operations except updating related incident counts and delete records.
What are the permissions for someone with the problem_coordinator role?
Can perform all tasks and operations except updating related incident counts , delete records and manage problem properties
What are the permissions for someone with the problem_task_analyst role?
Create, update, read and close task records.
Read problem records
What are the permissions for someone with the sn_problem_read role?
Just read task and problem records
What are the permissions for someone with the sn_problem_writer role?
> Create, updateand read problem records and tasks.
> Create normal and emergency changes.
By good practice, how problems should be categorized?
Define new categories as needed; however, they should remain simple and standard.
Categorize by CI;
How can a problem record be created from an incident?
Through the UI action “Create a Problem”
the incident status is changed to “On Hold: Awaiting Problem”.
What state is the problem record moved to when the “Reanalyze” UI action is clicked?
“Root Cause Analysis”.
What state is the problem record moved to when the “Fix” UI action is clicked?
“Fix in Progress”
What UI actions may close a problem record?
> Cancel
> Mark Duplicate
> Accept Risk
> Complete
What are the possible resolution codes for a problem record?
> Fix Applied
> Risk Accepted
> Canceled
> Duplicate
What are the problem tasks possible states?
> New (cannot be deleted, only by an admin if created in error)
> Assess
> Work in Progress
Closed
What fields must be filled by default for the problem record automacally move to “Asses” state?
State and Assigned To
What are the default types of problem tasks?
General and Root Cause Analysis
In what states the ui action “Communicate Workaround” will be recorded also in “additional comments”?
“Resolved”, “Closed,” or “Canceled
How can you create a known error article from a problem record?
by clicking on the UI action “Create Known Error Article”
What can you see at glance on the Problem Overview Dashboard?
> Percentage of problems with known errors
> Number of incidents related to problems
> Percentage of time in activity vs. idle time
> Average time of reassignment
What fields are mandatory ir oder to use the ui action “Accept Risk”?
> cause notes
> risk accepted reason
