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Problem Management
ITIL Problem Management

The objective of Problem Management is to minimize the impact of problems on the organisation. Problem Management plays an important role in the detection and providing solutions to problems (work arounds & known errors) and prevents their reoccurrence.

A 'Problem' is the unknown cause of one or more incidents, often identified as a result of multiple similar incidents.

A 'Known error' is an identified root cause of a Problem.


The Problem Management process uses these inputs:

Incident Records And Details About Incidents
Information about CIs From The CMDB
Information From Other Processes

The outputs of the PM process:

RFCs (Request for Change)
Management Information
Update Problem Records (solved problems records if the known error is resolved)

Problem management Overview

Mission Statement
Minimize the adverse impacts of incidents and problems on the business caused by errors in the IT infrastructure and initiate actions to prevent recurrence of incidents related to those errors.

Process Goal
Achieve the process mission by implementing:
ITIL-aligned Problem Management Policies, Processes and Procedures
Dedicated Problem Manager
Problem classification categories
Problem trend reports
Publicized Known Errors
Problem analysis toolkit
Root Cause Analysis skills and culture
Actions to minimize impact of problems

Critical Success Factors (CSFs)
The Critical Success Factors (CSFs) are:
Avoiding Repeated Incidents
Minimizing Impact Of Problems

Key Activities
The key activities for this process are:
Provide problem control
Provide error control
Proactively manage problems
Conduct major problem reviews
Provide management information about Problem Management quality and operations

Key Performance Indicators (KPIs)
Examples of Key Process Performance Indicators (KPIs) are shown in the list below. Each one is mapped to a Critical Success Factor (CSF).

Avoiding Repeated Incidents

Number of repeat incidents
Number of existing Problems
Number of existing Known Errors

Minimizing Impact Of Problems

Average time for diagnosis of Problems
Average time for resolution of Known Errors
Number of open Problems
Number of open Known Errors
Number of repeat Problems
Number of Major Incident/Problem reviews



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