Proactive Problem Management December 5, 2012 Introduction Isetayo Criss, ITSM CoordinatorProcess Design Jeff Krueger, TxDOTNowServiceNow Administrator Introduction Proactive Problem Management A function defined within Incident
"Proactive Problem Management December 5, 2012" is the property of its rightful owner. Permission is granted to
download and print the materials on this website for personal, non-commercial use only, and to display it
on your personal computer provided you do not modify the materials and that you retain all copyright
notices contained in the materials. By downloading content from our website, you accept the terms of this
agreement.
Presentation Transcript
01
Proactive Problem Management December 5, 2012<br>
02
Introduction Isetayo Criss, ITSM Coordinator/Process Design
Jeff Krueger, TxDOTNow/ServiceNow Administrator<br>
03
Introduction Proactive Problem Management
A function defined within Incident Management
Based on CI, priority, frequency or combination thereof
Requires background scripting
Business Rule
Problem Conditions
Properties
Script Include
Script Action
Policy and Procedures
Action Monitor Values
Incident Resolution
Root Cause Analysis
Problem Manager/Coordinator<br>
04
Proactive Problem Management Creating a Module<br>
05
Proactive Problem Management Business Rule<br>
06
Proactive Problem Management Problem Conditions<br>
07
Proactive Problem Management Problem Conditions<br>
08
Proactive Problem Management Properties<br>
09
Proactive Problem Management Script Include<br>
10
Proactive Problem Management Script Action<br>
11
Proactive Problem Management Action Monitor Values
Based on interval , frequency and priority
45 incidents in 30 days (excluding P1)
P3 – 15 incidents in 15 days (contributes to 45 incidents)
P2 – 5 incidents in 7 days (contributes to 45 incidents)
P1 – 1 incident at any time
Based on Priority
RCA is based on highest open Problem
Incident Resolution
Incident must be in RESOLVED state to increment counters. Priority at resolution determines which counter is incremented.<br>
12
Proactive Problem Management<br>
13
Proactive Problem Management Root Cause Analysis (RCA): TXDOT Problem Management limits itself to determining root cause
P1 Incident creates P1 Problem with 3 business days for RCA Determination
P2 monitor will create P2 Problem with 6 business days for RCA Determination
P3 monitor will create P3 Problem with 15 days for RCA Determination
Too Many Incidents (45 incidents in 30 days) with same CI will create P4 Problem with no preset RCA Determination time frame
Problem Manager/Coordinator determine if problem is skipped or assigned. (helpful when new enterprise application goes in)<br>
14
Proactive Problem Management Problem Manager/Coordinator
Determines if problem is skipped or assigned. (helpful when new enterprise application goes in)
Evaluates resolved incident to determine appropriate assignment group
Evaluates type of resolution to determine if RCA has been determined and acted upon as incident resolution<br>
