Problem Management Training June 2011 Problem Management Purpose The purpose of Problem Management is to Identify potentially recurring incidents Determine the root cause Take steps to prevent the incidents from reoccurring ID: 133647
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Service Manager 9.2Problem Management Training June 2011Slide2
Problem Management - PurposeThe purpose of Problem Management is to:
Identify potentially recurring incidents
Determine the root cause
Take steps to prevent the incidents from reoccurring. As such, Problem Management follows a different set of processes than incident management. Incident Management is solely focused on restoring service to the end-user, while Problem Management is focused on preventing the interruption in the first place
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Service Manager 9.2 - Problem ManagementSlide3
Problem Management Process
The IT@JH Problem Management process flow will follow these guidelines:
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Service Manager 9.2 - Problem ManagementSlide4
Coordinating The Problem Management Effort
Role: Problem Coordinator
&
Problem Manager
The workflow tab of the problem record graphically depicts the different phase transitions of the overall problem management process. Below are some notes on the activities to be performed in each phase of the process.
The initial phase is used to
classify, clarify the problem
details. Once the problem record represents the details of the problem as accurately as possible the record should be moved to the next phase.
The second phase is used for scheduling when the problem needs to be resolved and
estimates
the effort it will take to resolve the problem.
The target dates for root cause and resolution will need to be specified in this phase.
The third phase is used to generate tasks to assignment groups to investigate the root cause of the problem. See the next set of slides on opening and working tasks for more details
Once root cause is determined based off of the closure of problem tasks the PM coordinator will move the problem to the resolution phase. The coordinator will then flag the problem as a known error and initiate a change to apply a fix to the problem
Once a related change is closed and a fix has been applied to the problem the coordinator moves the change to the closure / review phase to verify the problem is indeed resolved. If resolved then the problem record is closed.
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Service Manager 9.2 - Problem ManagementSlide5
Managing the Known Error
Role: Problem Coordinator
& Problem Manager
To defer the resolution of a known error set the status of the known error record to “Deferred”
If the Known Error is not being deferred then it will be moved through the known error phases to apply a resolution to the underlying problem. Below are the known error phases with an explanation of the activities performed within each phase.
Logging and classifying the known error details.
Identify and document the solution for presentation to stakeholders for acceptance. Known error tasks can be created in this phase to investigate the solution or solutions
Stakeholder approval of the solution and then a related change record would be created in this phase to implement the solution.
Validate the solution resolved the problem
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Service Manager 9.2 - Problem ManagementSlide6
Managing the Known Error
Role: Problem Coordinator
&
Problem Manager
When the Problem Management investigation has identified the root cause of an incident, the Problem Resolution phase starts with the known error activities. The Known Error Logging and Categorization process begins, as known error records are created and contain the description of the underlying cause and possible workaround (if identified).All known errors should be recorded against the current and potentially affected services in addition to the configuration item (CI) suspected of being at fault.
Information on known errors in services being introduced into the live environment should be recorded in the Knowledgebase, together with any workarounds.
A known error should not be closed until after it has been resolved successfully.
The problem coordinator / manager may decide that the resolution is too expensive or not beneficial to the business. If this is the case, the problem or known error is deferred. The reasons for deferred resolution should be clearly documented. The known error record should remain open, since new incidents are likely to occur and may require workarounds or a reassessment of the decision to resolve.
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Service Manager 9.2 - Problem ManagementSlide7
Managing the Known Error
Role: Problem Coordinator
&
Problem Manager (cont’d)The Problem Manager reviews the known error and determines the planning for the solution investigation and resolution. If an effective workaround is identified, the known error has a lower priority, and the resolution may be deferred for a specified period of time.
Once the related change record of the known error is closed the known error record will automatically be transitioned into the known error resolution phase.In this phase the problem coordinator or manager will validate the resolution and close the known error record.Lastly the problem coordinator or manager will close the original problem record.
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Service Manager 9.2 - Problem ManagementSlide8
Process Decisions
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Incidents will not be used to manage problem management processes
Incidents will be “Closed” once service is restored or an acceptable work around applied.
The
“Problem Management Candidate” check box located on the Incident forms will be used to identify Incident tickets that should be considered for Problem Management.
All Incident Management users will have the ability to set the “Problem Management Candidate” flag
Select
Incident Management users will be able to open problems (in essence, have “problem manager” rights/profile)
When flagging an incident as a Problem Management Candidate, users must be prompted to enter a journal update
Views are available for the Problem Managers to review Problem Management Candidates identified (this includes Problem Management Candidates and High Priority (1 and 2) incidents
Service Manager 9.2 - Problem ManagementSlide9
Problem Views
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Problems
High Priority Problems
Problem Tickets owned by me
Problem Tickets Coordinated by me
Known Errors
Known Errors Managed by me
Open Known Errors assigned to my group
Tasks
Problem Tasks assigned to me
Problem Tasks assigned to my groups
Known Error Tasks assigned to me
Overdue Problem tasks assigned to my group
All overdue Problem Tasks
Service Manager 9.2 - Problem ManagementSlide10
Problem Notifications
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Description
Condition
Recipient
Content of Message
Advancement of Problem to Investigation and Diagnosis
On problem being moved to this phase
Problem Coordinator
Problem %PM Ticket% has been assigned to you and your group.
- link to problem task
Open of Problem Task
On task open
Notify assignee. If no assignee, notify assignment group
Assignee
Problem Task %PM Ticket% has been assigned to you or your group.
- link to problem task
Open of Known Error Task
On task open
Notify assignee. If no assignee, notify assignment group
Assignee
Known Error Task %KE Ticket% has been assigned to you or your group.
- link to known error task
Problem Task past due date
Current date of open task exceeds defined due date
Assignee
Problem Task %PM Ticket% assigned to your group is incomplete and exceeded its due date
- link to problem task
Known Error Task past due date
Current date of open task exceeds defined due date
Assignee
Problem Task %PM Ticket% assigned to your group is incomplete and exceeded its due date
- link to problem task
Service Manager 9.2 - Problem ManagementSlide11
Problem Screens – Open Problem
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Select Internal IT users can review high priority and problem management candidates and open problems
More -> Related – Problems - Open
Service Manager 9.2 - Problem ManagementSlide12
Problem Screens – Problem Ticket
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Service Manager 9.2 - Problem Management
Data fields copied over from incident:
Service, CI, Assignment Group
Title, Description
Categorization, Prioritization
Target dates serve as milestone trackers for root cause analysis, permanent solution tasksSlide13
Problem Ticket – Required Fields
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Phase: Detection and Logging
Service, CI, Assignment Group
Title, Description
Categorization,
Prioritization
Phase: Prioritization and Planning
Root cause target date
Resolution target date
Phase: Investigation and Diagnosis
Root Cause Description
Workaround
All RCA tasks must be completed
Phase: Resolution
Closure Code must be selected
Service Manager 9.2 - Problem ManagementSlide14
Problem/KE tasks
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Data fields copied over from problem:
CI, Assignment Group
Title, Description
Categorization, Prioritization
Coordinator must set due date and determine assignee
Workaround required on close
Service Manager 9.2 - Problem ManagementSlide15
Problem/K.E. Details
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Service Manager 9.2 - Problem Management
Data fields copied over from Problem:
Service, CI, Assignment Group, Assignee
Title, Description
Categorization, Prioritization
Resolution Date serves as milestone trackers for permanent solution tasksSlide16
Summary PointsProblem Management is a module and process within Service Management aimed at: Identifying potentially recurring incidents, Determining the root cause and Taking steps to prevent the incidents from reoccurring
When the Problem Management investigation has identified the root cause of an incident, the Problem Resolution phase starts with the known error activities.
There are 4 Phases in the overall Problem Management Process:
Phase: Detection and LoggingPhase: Prioritization and Planning
Phase: Investigation and DiagnosisPhase: ResolutionIn the Problem Prioritization and Planning Phase, the target dates for root cause and resolution will need to be specified
.
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Service Manager 9.2 -
Problem
Management