Problem Management (15%) Flashcards
UI Action to move a problem record to Fix in Progress
Fix
State problem record returns to with Re-Analyze UI Action
Root Cause Analysis
6 Problem Management States
New
Assess
Root Cause Analysis
Fix in Progress
Resolved
Closed
When you click ‘Accept Risk’ on a problem record, these 2 fields become mandatory
Cause Notes
Risk Accepted Reason
When should a problem be put in a State of Known Error
Cause of problem determined, but no permanent fix
A Known Error is any problem with ______ and _____
root case and a workaround
Recommended to be conducted during Create and Assess stage in problem management lifecycle
- Check for duplicates
- Assign problem to a group
- Associate incidents
- Flag major problems
Temporary solution that reduce or eliminate the effect of problems when full resolution is not available
Workaround
Create a ____ record from an incident to restore service or fix the underlying issue caused by or resulted from this incident
Change
2 different types of Problem Tasks
- General
- Root Cause Analysis
4 things recommended to be conducted during Resolve and Close stage in problem management lifecycle
- Update resolution information
- Re-analyze problem (returns to RCA)
- Update or retire knowledge articles
- Complete the problem
4 roles that can accept the risk on a problem record
admin
problem_admin
problem_manager
problem_coordinator
How is assignment group populated for a problem record when its assignment group and assigned to fields are empty?
Based on support group of CI/Service Offerings
Which buttons/UI Actions on Problem record change the state to Closed?
Cancel
Accept Risk
Mark Duplicate
Complete
What stage in problem lifecycle involve problem and solution being identified?
Investigation and Diagnosis
Who is notified when a problem manager or coordinator click ‘Communicate Fix” on a problem record
Assigned to Users of the Related Incidents
How can you re-analyze a problem record in the Fix in Progress state if you cannot fix the problem without more analysis?
Move it directly back to the Root Cause Analysis state
4 Different ways to communicate a plan?
- Attach article to the problem
- Create a Knowledge Article
- Communicate problem using related link
- Post link in the workaround section
Where on the problem form do you record Workaround and Cause notes?
Under ‘Analysis Information’ tab
Structured investigation to identify and understand the underlying cause of a problem to prevent a recurrence
Root Cause Analysis
3 stages problems move through in their lifecycle?
- Detection and Logging
- Investigation and Diagnosis
- Resolution and Closure
ITIL users can update problems and problem tasks, but what can they NOT do?
ITIL users can NOT move problem/problem tasks through their lifecycles.
An ITIL user may create a problem or change from an Incident if:
a problem or change has NOT already been created from the incident.
The goal of Problem is to:
permanently fix the error no matter how long it takes
With Problem, which KPI and metric would drive the wrong kind of behavior if you added.
KPIs and Metrics that track resolution timeframes
Priority values based on Impact and Urgency may be updated in the _________
Priority Data Lookup table
When will the Communicate Workaround UI Action appear?
Once text is saved in the Workaround Field.
What 4 problem KPIs can help with pain points?
- % of open problems with known error
- % idle vs active time
- Average reassignment count
- Number of open incidents related to a problem
When should you use ‘communicate workaround’ related link on the problem record?
for callers on the problems related incidents
For a Problem Manager or Problem Coordinator to Re-analyze a completed problem, which module could they make this change?
Problem > Administration > Problem Properties
When a user clicks ‘communicate fix UI action’ on the problem form, what happens?
‘Fix’ is written to work notes on any incident associated with the problem
When a user clicks on ‘communicate workaround UI Action’ on the problem form, what happens?
‘Workaround’ is written to the work notes field on any open incident
Tester wants to submit a bug report, since they can’t see the ‘communicate fix’ link under related links on the problem form. What do you recommend they confirm first?
- Tester is impersonating the assignee, which is the problem_coordinator
- Fix notes field is filled in and saved
Problem and Problem task records move automatically from new to assess when which fields are filled?
- State
- Assigned To
Customer needs help defining category values for problem records. What 2 things could you suggest?
- Define categories based on customer’s CMDB classes
- Re-use existing categories from incident management
2 effective measures of performance for Problem Management process.
- Problems older than 30 days by Priority and State
- Average Problem Resolution Time
A new Problem Coordinator created several problem investigations that need deleted. What role can delete a problem record?
problem_admin
A problem record is the parent to what record?
Problem Task
