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.