PROBLEM MANAGEMENT

Goals To minimize the adverse impact of incidents & problems on the business that are caused by errors within the IT infrastructure To prevent the recurrence of incidents related to errors Improve productive use of resources

To minimize the adverse impact of incidents & problems on the business that are caused by errors within the IT infrastructure

To prevent the recurrence of incidents related to errors

Improve productive use of resources

Terminology Problem The unknown root cause of one or more incidents (not necessarily or often, solved at the time the incident is closed) Known error A condition that exists after the successful diagnosis of the root cause of a problem when it is confirmed that a CI is at fault. (The error is removed by implementing a change)

Problem

The unknown root cause of one or more incidents (not

necessarily or often, solved at the time the incident is closed)

Known error

A condition that exists after the successful diagnosis of the root

cause of a problem when it is confirmed that a CI is at fault.

(The error is removed by implementing a change)

Activities Problem Management Completing major problem reviews Management information Proactive prevention Problem control Error Control Assist with handling of major incidents

Problem control Progress control Ownership Reporting Quality control Identification & registration Classification Investigation & diagnosis Establish known error Assigning resource

Error control Progress control Ownership Reporting Quality control Error Identification & recording Error assessment Error closure Recording error Resolution (RFC) RFC Successful completion

Proactive problem management Proactive prevention Trend analysis Informing the organization Targeting Support actions

Incidents  Problems Incidents Known errors/ Known work arounds Match? Yes No Investigation & diagnosis Get solution Solution Found? Yes No Problem Investigate Known error Problem management Change management Change RFC Solve incident Incident resolved

Reactive  Proactive Prevention of problems on other systems & applications Monitoring of change management Initiating changes to combat occurrence of incidents repetition of incidents Identification of trends Problem identification / problem diagnosis Supplying 2 nd / 3 rd line incident support

Initiating changes to combat

occurrence of incidents

repetition of incidents

Thank You!

Thank You!