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”.
