Problem Management - Revision history

Andrea at 10:56, 31 December 2023

2023-12-31T10:56:55Z

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Andrea at 17:30, 19 March 2022

2022-03-19T17:30:20Z

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	<html>Since the processes defined in ITIL V3 have not been invalidated with the introduction of ITIL V4, organizations can still use the ITIL V3 process of Problem Management as a template.</p>		<html>Since the processes defined in ITIL V3 have not been invalidated with the introduction of ITIL V4, organizations can still use the ITIL V3 process of Problem Management as a template.</p>

	<p style="~~background~~:#~~ecfdec~~; padding: 0.5em 1em;">In our <i>YaSM Service Management Wiki</i> we describe a leaner set of 19 <a class="external" href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="Service management processes">service management processes</a> that are more in tune with ITIL 4 and its focus on simplicity and "just enough process". The YaSM service management model includes a <a class="external" href="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems" title="YaSM problem management">process for managing problems</a> that is a good starting point for organizations that wish to adopt ITIL 4.</html>		<p style="border: 8px solid #cef6e3; padding: 0.5em 1em;"><i><u>Note</u>:</i><br /> In our <i>YaSM Service Management Wiki</i> we describe a leaner set of 19 <a class="external" href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="Service management processes">service management processes</a> that are more in tune with ITIL 4 and its focus on simplicity and "just enough process".<br /><br /> The YaSM service management model includes a <a class="external" href="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems" title="YaSM problem management">process for managing problems</a> that is a good starting point for organizations that wish to adopt ITIL 4.</html>

	==Process Description==		==Process Description==

Andrea at 17:06, 13 December 2019

2019-12-13T17:06:57Z

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Andrea at 17:36, 2 March 2018

2018-03-02T17:36:52Z

← Older revision		Revision as of 19:36, 2 March 2018
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	<itpmch><title>Problem Management \| IT Process Wiki</title>		<itpmch><title>Problem Management \| IT Process Wiki</title>
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	<meta name="description" content="Problem Management: ITIL process ~~definition - Sub-processes - Terms - Additional information on~~ Problem Management." />		<meta name="description" content="Problem Management aims to manage the lifecycle of all Problems. The primary objectives of this ITIL process are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. 'Proactive Problem Management' analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems." />
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	==Process Description==		==Process Description==

	A new sub-process [[Problem Management#Major Problem Review\|Major Problem Review]] ~~was~~ introduced in ITIL V3 to review the solution history of major [[Problem Management#Problem\|Problems]] in order to prevent a recurrence and learn lessons for the future.		A new sub-process [[Problem Management#Major Problem Review\|Major Problem Review]] has been introduced in ITIL V3 to review the solution history of major [[Problem Management#Problem\|Problems]] in order to prevent a recurrence and learn lessons for the future.

	<p> </p>		<p> </p>
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	In '''''ITIL 2011''''' the new sub-process [[Problem Management#ITIL Problem Management Identification\|Proactive Problem Identification]] has been added to emphasize the importance of proactive Problem Management.		In '''''ITIL 2011''''' the new sub-process [[Problem Management#ITIL Problem Management Identification\|Proactive Problem Identification]] has been added to emphasize the importance of proactive Problem Management.

	In [[Problem Management#ITIL Problem Management Prioritization\|Problem Categorization and Prioritization]], it has been made clearer that categorization and prioritization should be harmonized with the approach used in Incident Management, to facilitate matching between Incidents and Problems. The process overview of [[Media:Problem-management-itil.jpg\|ITIL Problem Management]] ~~is showing~~ the ~~most important interfaces~~ (see Figure 1).		In [[Problem Management#ITIL Problem Management Prioritization\|Problem Categorization and Prioritization]], it has been made clearer that categorization and prioritization should be harmonized with the approach used in Incident Management, to facilitate matching between Incidents and Problems. The process overview of [[Media:Problem-management-itil.jpg\|ITIL Problem Management]] shows the key information flows (see Figure 1).

	The concept of recreating Problems during [[Problem Management#ITIL Problem Management Resolution\|Problem Diagnosis and Resolution]] is now more prominent. This sub-process has been completely revised to provide clearer guidance on how this process cooperates with Incident Management.		The concept of recreating Problems during [[Problem Management#ITIL Problem Management Resolution\|Problem Diagnosis and Resolution]] is now more prominent. This sub-process has been completely revised to provide clearer guidance on how this process cooperates with Incident Management.

	''Note:'' The new ITIL 2011 books also contain an expanded section on problem analysis techniques and examples ~~for~~ situations where the various techniques may be applied.		''Note:'' The new ITIL 2011 books also contain an expanded section on problem analysis techniques and examples of situations where the various techniques may be applied.

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	==Notes==		==Notes==

	<html>By:  Stefan Kempter <a rel="author" href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>		<html>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>

	<p> </p>		<p> </p>

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Andrea at 08:34, 28 April 2017

2017-04-28T08:34:28Z

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	~~<p> </p>~~

	'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>Problem Management</i> aims to manage the lifecycle of all Problems. The primary objectives of this ITIL process are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. 'Proactive Problem Management' analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.</span></p>		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>Problem Management</i> aims to manage the lifecycle of all Problems. The primary objectives of this ITIL process are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. 'Proactive Problem Management' analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.</span></p>

Andrea at 12:59, 24 April 2017

2017-04-24T12:59:00Z

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	<p> </p>		<p> </p>

	'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>~~ITIL~~ Problem Management</i> aims to manage the lifecycle of all Problems. The primary objectives of ~~Problem Management~~ are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. Proactive Problem Management analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.</span></p>		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>Problem Management</i> aims to manage the lifecycle of all Problems. The primary objectives of this ITIL process are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. 'Proactive Problem Management' analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.</span></p>
	<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation" title="ITIL Service Operation">Service Operation</a></html>		<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation" title="ITIL Service Operation">Service Operation</a></html>

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	==Process Description==		==Process Description==

	~~Essentially, the activities and process objectives of ITIL Problem Management are identical in ITIL V3 and ITIL V2.~~

	[[Image:Problem-management-itil.jpg\|right\|thumb\|375px\|alt=Problem Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Problem-management-itil.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_problem_management_itilv3.pdf ITIL Problem Management]]]

	A new sub-process [[Problem Management#Major Problem Review\|Major Problem Review]] was introduced in ITIL V3 to review the solution history of major [[Problem Management#Problem\|Problems]] in order to prevent a recurrence and learn lessons for the future.		A new sub-process [[Problem Management#Major Problem Review\|Major Problem Review]] was introduced in ITIL V3 to review the solution history of major [[Problem Management#Problem\|Problems]] in order to prevent a recurrence and learn lessons for the future.
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	<p> </p>		<p> </p>

			[[Image:Problem-management-itil.jpg\|right\|thumb\|375px\|alt=Problem Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Problem-management-itil.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_problem_management_itilv3.pdf ITIL Problem Management]]]
	In '''''ITIL 2011''''' the new sub-process [[Problem Management#ITIL Problem Management Identification\|Proactive Problem Identification]] has been added to emphasize the importance of proactive Problem Management.		In '''''ITIL 2011''''' the new sub-process [[Problem Management#ITIL Problem Management Identification\|Proactive Problem Identification]] has been added to emphasize the importance of proactive Problem Management.

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Andrea at 17:28, 15 May 2016

2016-05-15T17:28:53Z

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Andrea at 14:37, 17 December 2013

2013-12-17T14:37:45Z

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Andrea: /* Problem Management Process */

2011-10-20T08:46:50Z

Problem Management Process

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Andrea: /* Process Description */

2011-10-13T12:42:45Z

Process Description

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