Problem management
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problem managenment is tighly couple with serivce desk and incident managemnt.because is so tightly couple with incident management, a lot
of organizations are getting into troublb, because they have same policy
to deal with incident management as they do with problem managment,
typically to the same team and people, unfortunatly that can lead to a lot problem.
you can see the meaning of problem management is eliminating infratructure errors, while incidents managment has nothing to do with eliminating infrastructures ,
you can see the meaning of problem management is eliminating infratructure errors, while incidents managment has nothing to do with eliminating infrastructures ,
its bet to get the end users back to operation asap! as matter of fact,
incidents management and problem management actually has contricdict goals in
incidents management and problem management actually has contricdict goals in
mind. the goal of problem management is to find the underlying actual and
potential failure, problems lead the incidents, incidents do not lead the problems. incidents management is reactive process , problem management should be called proactive process, improving problem resolution,locating areas that need to be
improve. free up resources for resolution , if your ornization in your business is
deeply entrance to the day to day , hour by hour reactive incident and problem resolutions , you are not gonna have any time to free up the organization and
personnel for the proactive approaches to problem resolution. in addition, problem management deal with tracking and monitoring the infrastructure,again, leading to
less incidents and also leads to less down time for end users in customers.
talk about problem management, we really talk about three definitions relate to one another. first of all, you have your problem, and a problem is defined as an
talk about problem management, we really talk about three definitions relate to one another. first of all, you have your problem, and a problem is defined as an
undesireable situation. indication unknow root causes , one or more existing
or potential incident eminent. so the problem is going to lead to a known error.
a known error is a problem for which the root cause is known, which has a temerary
walk around has been identified from that known error and the subsequence walk around we got which called RFC, (request for change),RFC in sense of request for change, is gonna be a document that propose a change , typically allocating time, resource and people to the infrastructure to eliminate a known error.
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problem and incidents management really have contracdict goal and objective in mind.
with incident management and the services desk will be really want to find a quick fix or work around or quick solution to get end user back to runing or back to doing their things as soon as possible.with problem management , we will looking for the root cause of issues, the root cause of problem that lead to multiple incidents.
so in the process of investigating problems, we may have a long period of downtime. during that downtime , incidents may be solved using walk around or quick fix . so in the ITIL process , you will like to seperate these two process as much as possible
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problem management should support incident management,in another word ,by providing walk around and temperary solutions while at the same
time looking for long term solutions. behind the scenes often with the change management.
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also problem is the escalation point for the services desk incidents management. when you escalating either vertically or horizontally , often you going arond the problem management. for example your company is implementing a custom sales lead tracking application for your sales force, and you notice you go several incidents at the service desk for error is popping up. if you can not figure out in the service desk incients managemant process , you gonna pass that on to the problem management. that you cause take that the information from database, they are going go through their process, hopefully give you a quick fix or walk around , and then going to loate the root cause of the program in the application or the network infrastructure.
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minimizing the advert effect by firewall concept, you want to put an system in place that you have an outbreak in one area of the organization is not going to spread into another area of the business. so most of the time, a large percentage of proactive preventing the occurrence of the incidents, occurrence of the problems and occurrence of the errors. the pm team will go through 3 steps process , first of all , it will be to identify the errors, to identify the problems, then go to a decision making process, this means, if this is the problem, that at this time we have to allocate resources to, and also involve proritize the error or problem ,then once the decision is made, to add accordingly monitor and report and see it through to it's logical conclusion, finally closing of the case and fully documented of the process, and other object of the PM is to present proposal to management for the constant improvement of your system and infrastructure.
to help rectify errors, this could be a proposal of doing a systemized update and upgrade for example.
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the goal for proactively identify weakness and vulnerability for the infrastructure, this is goal of the objective of the problem management, the process of the problem is basically 3-4. you got a serials of different type of inputs, those varies upon your organization. your main action you are gonna take base on the input into the pm process,
and of course the result of the process are gonna be your output. typically some of the inputs you will receive in the process will be incidents reported in the services desk, loged and recorded into the database, whatever you call it is incident database or change management database,another type of inputs may be quick fix, and walk around or things you may learn from vendors ,contractors ,third party consultants, manufacture produces products at your purchase, configurations, configuration details, input informations from service agreements, that may also add it upon. records any type of recording , wether is done automatically or done manually, var ,restore the system log for example.
performance metrics, all these are inputs that could be added upon in the problem management process.
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4 main actions of inputs
problem control, error control, proactive management, reporting in documentation
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problem and incidents management really have contracdict goal and objective in mind.
with incident management and the services desk will be really want to find a quick fix or work around or quick solution to get end user back to runing or back to doing their things as soon as possible.with problem management , we will looking for the root cause of issues, the root cause of problem that lead to multiple incidents.
so in the process of investigating problems, we may have a long period of downtime. during that downtime , incidents may be solved using walk around or quick fix . so in the ITIL process , you will like to seperate these two process as much as possible
--------
problem management should support incident management,in another word ,by providing walk around and temperary solutions while at the same
time looking for long term solutions. behind the scenes often with the change management.
-------------
also problem is the escalation point for the services desk incidents management. when you escalating either vertically or horizontally , often you going arond the problem management. for example your company is implementing a custom sales lead tracking application for your sales force, and you notice you go several incidents at the service desk for error is popping up. if you can not figure out in the service desk incients managemant process , you gonna pass that on to the problem management. that you cause take that the information from database, they are going go through their process, hopefully give you a quick fix or walk around , and then going to loate the root cause of the program in the application or the network infrastructure.
------------
minimizing the advert effect by firewall concept, you want to put an system in place that you have an outbreak in one area of the organization is not going to spread into another area of the business. so most of the time, a large percentage of proactive preventing the occurrence of the incidents, occurrence of the problems and occurrence of the errors. the pm team will go through 3 steps process , first of all , it will be to identify the errors, to identify the problems, then go to a decision making process, this means, if this is the problem, that at this time we have to allocate resources to, and also involve proritize the error or problem ,then once the decision is made, to add accordingly monitor and report and see it through to it's logical conclusion, finally closing of the case and fully documented of the process, and other object of the PM is to present proposal to management for the constant improvement of your system and infrastructure.
to help rectify errors, this could be a proposal of doing a systemized update and upgrade for example.
---------
the goal for proactively identify weakness and vulnerability for the infrastructure, this is goal of the objective of the problem management, the process of the problem is basically 3-4. you got a serials of different type of inputs, those varies upon your organization. your main action you are gonna take base on the input into the pm process,
and of course the result of the process are gonna be your output. typically some of the inputs you will receive in the process will be incidents reported in the services desk, loged and recorded into the database, whatever you call it is incident database or change management database,another type of inputs may be quick fix, and walk around or things you may learn from vendors ,contractors ,third party consultants, manufacture produces products at your purchase, configurations, configuration details, input informations from service agreements, that may also add it upon. records any type of recording , wether is done automatically or done manually, var ,restore the system log for example.
performance metrics, all these are inputs that could be added upon in the problem management process.
--------------
4 main actions of inputs
problem control, error control, proactive management, reporting in documentation
