Problem Management: Avoiding Incidents from Obstructing Your Workflow
Many organizations choose to implement ITIL because the framework describes guidelines which could result in cost-effective and top quality services. The objective of the Problem Management that is a process included in the Service Management phase would be to make sure that IT services are delivered correctly and successfully.
Problem Management: Exactly what does it mean?
A Problem is the unknown cause of one or two Incidents; an Incident is an unexpected interruption to an IT service or a reduction in the quality of an IT service. The goal of Problem Management is to steer clear of the occurrence of Incidents and minimize the effects of those Incidents which cannot be stopped. Thus, Problem Management is designed to solve the main cause(s) of a Problem rather than restore the services to its normal level.
Problem Management and its Sub-Processes
Problem Management Process consists of the following sub-processes.
1. Problem Detection – With this specific process, the staff responsible for Service Delivery and Problem Management will be able to keep an eye on outstanding Problems.
2. Problem Logging – Whenever a Problem occurs, the particulars of it are documented with the time and date and a cross reference is usually made to the Incident(s) which initiated the Problem Record. Then the pertinent particulars in the Incident Record are copied to the Problem Record.
3. Problem Categorization – Documenting Problems and Categorizing them carefully are the main steps involved in this sub-process so the exact way those Problems must be managed can be decided.
4. Problem Prioritization – Problems are prioritized in the same manner Incidents are. Additionally, the frequency and effect of relevant Incidents along with the seriousness of the Problems are considered.
5. Problem Investigation and Diagnosis – The primary goal of this process is to discover the root cause(s) of a Problem. However, the speed and nature of the investigation can be dependant on the severity of the Problem.
6. Workarounds -To minimize or eliminate the effect of a Problem till it’s totally solved, Workarounds are utilized. They are recorded in the Problem Record as well.
7. Raising a Known Error Record – After detecting the Problem, a Known Error Record should be made and placed in the Known Error Database. In case any workarounds have been discovered, they must be recorded in the Known Error Record. If this Problem takes place again, it can be quickly recognized and service can be promptly restored.
8. Problem Resolution – If a solution is found, an RFC is raised and approved to make sure that the resolution will not lead to additional hardships.
9. Problem Closure and Evaluation – The Problem record is closed when the Problem is solved and any changes are carried out. It makes sure that the Record of a Problem is done and up-to-date.
10. Major Problem Review – What a Major Problem is normally defined by each organization in accordance with their Priority system. A Major Problem Review should be made after a Major Problem is solved. The following queries may be raised;
o What was done correctly?
o What was done improperly?
o What could be done better in the foreseeable future?
o How can we avoid the repeat of this Major Problem?
o Is there any third-party responsibility?
o Are follow-up actions needed?
The employees must be made aware of the outcomes of this process, which must be recorded.
Reducing downtime, cutting down costs and guaranteeing client satisfaction are some of the benefits involved in Problem Management. To learn about Problem Management in-depth, you need to sign up for either the ITIL V3 Service Operation Lifecycle course or the ITIL V3 Operational Support and Analysis (OSA) Capability course.
Ashford Global IT (AGIT) provides both these courses for Industry experts and business managers who have completed the ITIL Foundation course. Ashford Global IT, which provides practical training and insightful classroom sessions, will guarantee that you will learn all you need to be aware of Problem Management.
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