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ITIL v3 Problem Management

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ITIL v3 Problem Management

  1. 1. PROBLEM MANAGEMENT GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  2. 2. 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
  3. 3. 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
  4. 4. 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
  5. 5. Problem Management Process Diference Between Incident Management and Problem management: GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  6. 6. Problem Management Process Relationship with others processes GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  7. 7. Problem Management Process Activities Problem Management consist of two major subprocesses: - Reactive Problem Management - Proactive Problem Management GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  8. 8. 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
  9. 9. Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  10. 10. Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  11. 11. Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  12. 12. Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  13. 13. Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  14. 14. Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  15. 15. Problem Management Process Information Management GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  16. 16. Problem Management Process Tools Samples (IBM) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  17. 17. Problem Management Process Tools Samples (IBM) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  18. 18. Problem Management Process Tools Samples (Easyvista) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  19. 19. 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
  20. 20. Problem Management Process Tools Samples (BMC) 5/29/2009 20 GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  21. 21. Problem Management Process Tools Samples (BMC Knowledge management) Knowledge Management User Network & Self-Service System Events Service Desk 21 5/29/2009
  22. 22. Problem Management Process Tools Samples (HP) 22 5/29/2009
  23. 23. Problem Management Process METRICS GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  24. 24. Problem Management Process CSF GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  25. 25. Problem Management Process Roles GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  26. 26. 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

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