Problem Management Flashcards
Other than admin, which role can delete Problems and Problem tasks?
itil_admin and problem_admin
What are the Problem states? (6)
New Assess Root Cause Analysis Fix in Progress Resolved Closed
What are the steps in the Problem process lifecycle?
Detection and logging
Investigation and Diagnosis
Resolution and Closure
What are the Problem task states? (4)
New
Assess
Work in Progress
Closed
What types of Problem tasks can be created?
Root Cause Analysis
General
When a problem is closed, what’s updated on the related incident?
State -> Resolved Resolution Code -> Solved (Permanently) Resolution Notes -> Problem Close Notes Resolved By -> Problem Closed By Resolved -> Problem Closed
(check if info exists in course book)
Describe the itil definition of Problem Management
To identify the underlying root cause of an error in the IT infrastructure, reported as occurrences of related incidents. If possible, a temporary Workaround is supplied.
What does the Problem Manager do at the “Investigation and Diagnosis” stage of a Problem
a) Priorities and Categorise
b) Root cause analysis
b) Root cause analysis
If a Problem has several related Incidents which have a state of “On Hold – Awaiting Problem” what happens to the Incidents when the Problem is Closed Complete?
a) Nothing
b) The Incidents are set as “In Progress”
c) The Incidents are Resolved, the Close Notes are copied, and the Close Code set to “Closed Final”
c) The Incidents are Resolved, the Close Notes are copied, and the Close Code set to “Closed Final”
What is the ITIL term for something that has caused an incident but haven’t been identified yet?
Problem
Implementing problem management has been shown to reduce high priority incidents by ______%
75%
Implementation of problem management will reduce incidents by? (2)
Identifying the root cause of incidents, providing a long term solution and reducing the recurrence of incidents
Getting the right team involved when there is a problem in order to minimize the impact and time to resolve incidents
How can you detect a problem?
Proactively or Reactively
How do you communicate the workaround for a problem?
The communicate workaround Ui Action is used to pass problem record comments to active incidents.
- the UI Action will pass only the most recent workaround
What is used to post a knowledge article from a Problem?
The Post Knowledge UI Action creates a new knowledge article record and populates specific fields on the article based on values in the problem record.
- Title = Problem Number + Short Desc
- Passes description and work around
- Source = Problem record
