Introduction to Problem Management

 

Introduction to Problem Management

  • 1. Introduction to Problem Management
  • 2. What is Problem Management?  ITIL defines Problem as “the underlying cause of one or more incidents”.  Problem Management is a ITIL Process which ensures that a process is in place that identifies the root causes of problems and preventive measures are implemented.  The primary objectives of Problem Management are to prevent problems from happening, to eliminate recurring incidents and to minimise the impact of incidents that cannot be prevented.
  • 3. Benefits of Problem Mangement  Improved IT Service quality  Incident volume reduction  Permanent solutions  Improved Organizational learning  Major disruptions handled more effectively
  • 4. Problem Management Interfaces  Inputs:  Incident details from Incident management  Any defined workarounds (from Incident Management)  Outputs:  Known Errors  A Request For Change (RFC)  An updated Problem record (including a solution and/or any available Workarounds)  Management Information
  • 5. Roles & Responsibilities  Problem Manager:  Accountability/Ownership of the account with regards to Problem management  Responsible for P1/P2 Reactive Problem tickets  Monitor/Review RCA SLAs  Reviewing of Problem reports prior to client communication  First point of contact for Clients and SDMs  Service Improvement Initiatives  Maintain & Periodically review Work Instructions
  • 6. Roles & Responsibilities (Contd.)  Problem Analyst:  Managing Problem tickets (P1-P4, Reactive & Proactive)  Ensure that RCA SLAs are met  Responsible for sending weekly reports  Keep the problem tickets up to date
  • 7. Proactive Problem Management:  Criteria - 3 or more incidents (usually P3/P4) in the last 60 days for an FNN.  Proactive Problem management is performed for only Premium & Enhanced accounts. Essential accounts are not eligible for this.  Look for common root cause amongst the incidents that had occurred in the last 60 days.  If there is one, get the support teams to apply a permanent fix.

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