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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.
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A 'Problem' is the unknown cause of one or more incidents, often identified as a result of multiple similar incidents.
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A 'Known error' is an identified root cause of a Problem.
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The Problem Management process uses these inputs:
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Incident Records And Details About Incidents
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Information about CIs From The CMDB
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Information From Other Processes
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The outputs of the PM process:
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RFCs (Request for Change)
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Update Problem Records (solved problems records if the known error is resolved)
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Problem management Overview
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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.
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Process Goal Achieve the process mission by implementing:
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• ITIL-aligned Problem Management Policies, Processes and Procedures
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• Dedicated Problem Manager
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• Problem classification categories
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• Publicized Known Errors
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• Problem analysis toolkit
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• Root Cause Analysis skills and culture
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• Actions to minimize impact of problems
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Critical Success Factors (CSFs) The Critical Success Factors (CSFs) are:
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• Avoiding Repeated Incidents
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• Minimizing Impact Of Problems
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Key Activities The key activities for this process are:
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• Provide problem control
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• Proactively manage problems
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• Conduct major problem reviews
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• Provide management information about Problem Management quality and operations
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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).
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Avoiding Repeated Incidents
• Number of repeat incidents
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• Number of existing Problems
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• Number of existing Known Errors
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Minimizing Impact Of Problems
• Average time for diagnosis of Problems
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• Average time for resolution of Known Errors
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• Number of open Problems
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• Number of open Known Errors
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• Number of repeat Problems
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• Number of Major Incident/Problem reviews
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