ITIL v3 Problem Management
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ITIL v3 Problem Management

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Description of Itil v3 problem management process

Description of Itil v3 problem management process

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ITIL v3 Problem Management ITIL v3 Problem Management Presentation Transcript

  • PROBLEM MANAGEMENT GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • PROBLEM. Definition ITIL v3 defines a “Problem” as “the cause of one or more Incidents” The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation (ITIL v2 defines a problem like “The unknown root cause of one or more existing or potential Incidents”) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process. Purpose/goal Objective Problem Management is the process reponsible for managing the Lifecycle of all problems Primary objectives: - Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Scope Include the activities required : - Diagnose Root cause of incidents - Determine the resolution - Ensuring the resolution is implemeted through appropiate control procedures (change management and release management) - Maintain information about problems and appropiate workarrounds and resolutions - Maintaing the Knoledge Management (Known Error Database) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Diference Between Incident Management and Problem management: GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Relationship with others processes GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Activities Problem Management consist of two major subprocesses: - Reactive Problem Management - Proactive Problem Management GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Activities (process flow) Centro de Gestión Proveedor o Gestión de Gestión de Atención a Proactiva de Sub- Eventos Incidentes Usuarios Problemas contratista Detección del Problema Registro del Problema Categoriza. Problema Priorización Problema Investig. y CMS Diagnóstico ¿Alternativa? Crear registro de Error KEDB Conocido Gestión de Cambios ¿Se require un cambio? Resolución Cierre Revisión de ¿Problema Problemas Grave? Mayores Fin GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Information Management GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Tools Samples (IBM) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Tools Samples (IBM) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Tools Samples (Easyvista) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Tools Samples (EasyVista) A knowledge base is available 7x7/24x24. …or via a case-base reasoning. In full-text search… GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Tools Samples (BMC) 5/29/2009 20 GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Tools Samples (BMC Knowledge management) Knowledge Management User Network & Self-Service System Events Service Desk 21 5/29/2009
  • Problem Management Process Tools Samples (HP) 22 5/29/2009
  • Problem Management Process METRICS GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process CSF GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Problem Management Process Roles GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • Gràcies Hindi Korean Traditional Chinese Català Gracias Russian Spanish Thank Obrigado You English Brazilian Portuguese Arabic Danke German Grazie Merci Italian Simplified Chinese French Tamil Japanese Thai GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo