The Problem Control process focuses on prioritizing, allocating and monitoring efforts to determine the root cause of problems and to identify workarounds or permanent fixes.
Problem Management Process Elements
Element
Description
Purpose
→ Prevent and minimize the adverse effect on the business of errors in the IT infrastructure
→ Determine root cause of problems and identify temporary workarounds or permanent fixes
Owner
→ Level 2 support team
Input(trigger)
→ High-severity incidents
→ Incidents referred to level 2 support for resolution
→ Incidents referred by the“top 10” meeting
Activities
→ Tracking and monitoring of Problems
→ Problem identification and recording
→ Problem Classification
→ Problem investigation and diagnosis
→ RFC and Problem resolution and closure
Output
→ Documented root cause
→ Communicate temporary workarounds to all support levels
Incident Status / workflow position
Status of a Problem reflects its current position in its life-cycle:
→ New
→ Accepted
→ Scheduled
→ Assigned/dispatched to specialist
→ Work in progress(WIP)
→ On hold
→ Resolved
→ Closed
Priority definition
→ Impact
→ Urgency
Typical Measurements
→ Quantity of problem tickets referred over time(monthly/quarterly)
→ Quantity of problems where root-cause analysis is waived
→ Quantity of problem tickets presently open(without root cause identified)
→ Quantity of problems assigned to level 2 & level 3
→ Mean time tickets were assigned to each level
→ Mean time to determine root cause
→ Tickets generated by technology
→ Tickets generated by user group
Problem Management consists of two major processes:
Reactive Problem Management, which is generally executed as part of Service Operation
Proactive Problem Management which is initiated in Service Operation, but generally
Problem Management Process Flow
The flow of information through the different activities obey the following diagram:
Problem Management consists of two major processes:ReactiveProblem Management, which is generally executed as part of Service OperationProactiveProblem Management which is initiated in Service Operation, but generally