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