Problem Management - ITIL V2: Difference between revisions
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'''ITIL Version''': ITIL | '''ITIL Version''': ITIL V2 '''→''' see also '''[[Problem Management|Problem Management - ITIL V3]]''' | ||
'''Process-Objective:''' The objective of Problem Management is to resolve the root cause of Incidents, and to prevent the recurrence of Incidents related to these errors. It provides Incident Management with Temporary Fixes ([[ITIL Glossary#Workaround|Workarounds]]) and Permanent Solutions to [[ITIL Glossary#Known Error|Known Errors]]. Proactive Problem Management identifies and resolves Problems before Incidents occur, for example by analysing trends in IT Service Usage or by investigating historic Incidents. | '''Process-Objective:''' The objective of Problem Management is to resolve the root cause of Incidents, and to prevent the recurrence of Incidents related to these errors. It provides Incident Management with Temporary Fixes ([[ITIL Glossary#Workaround|Workarounds]]) and Permanent Solutions to [[ITIL Glossary#Known Error|Known Errors]]. Proactive Problem Management identifies and resolves Problems before Incidents occur, for example by analysing trends in IT Service Usage or by investigating historic Incidents. | ||
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'''Part of''': [[Service Support]] | '''Part of''': [[Service Support]] | ||
'''Process Owner''': [[ | '''Process Owner''': [[#Problem Manager ITIL V2|Problem Manager]] | ||
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==Sub-Processes== | ==Sub-Processes== | ||
[[Image:overview_pm.jpg| | [[Image:overview_pm.jpg|thumb|728px|none|link=https://wiki.en.it-processmaps.com/index.php/File:Overview_pm.jpg|Overview of Problem Management]] | ||
'''Identify and Analyse Problem''' | |||
*Process objective: Past Incidents and other indications of problems in the IT infrastructure are to be analysed, in order to find the root causes of repeatedly occurring IT Service interruptions. | |||
'''Identify Problem Solution''' | |||
*Process objective: A resolution is to be found for identified Problems and a corresponding RFC, initiating the implementation of the resolution, is to be compiled. | |||
'''Monitor Problems and Errors''' | |||
*Process objective: Outstanding Problems are to be continuously monitored with regards to their processing status, so that where necessary corrective measures may be introduced. Furthermore it is to be verified whether the Problems marked as Closed have actually been eliminated. | |||
'''Develop Problem Solution''' | |||
*Process objective: After the clearance of the Change the actual error-correction is to be developed and subsequently transfered to Release Management for Rollout. | |||
'''Close Problem''' | |||
*Process objective: After a successful problem solution it is to be ensured that the knowledge gained is made available to the other IT Service Management processes, in order to be used for the handling of future Problems or Incidents. | |||
'''Compile [[ITIL Glossary#Problem Management Report|Problem Management Reporting]]''' | |||
*Process objective: It is to be ensured that the other IT Service Management processes as well as IT Management are informed of outstanding Problems, their processing-status and existing Workarounds. | |||
==Involved Roles== | ==Involved Roles== | ||
* [[Roles | *[[ITIL Roles#Application-Manager|Application Manager]] | ||
* [[Roles | *[[ITIL Roles#ITC-Infrastructure-Manager|ITC Infrastructure Manager]] | ||
* | *'''<span id="Problem Manager ITIL V2">Problem Manager</span>''': According to ITIL V2 the Problem Manager undertakes research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions. If possible, he makes temporary solutions (Workarounds) available to Incident Management. He develops final solutions for Known Errors. In addition to this he engages in the avoidance of interruptions (Pro-active Problem Management), i.e via a trend-analysis of important services or historical Incidents. | ||
==Related Checklists and KPIs== | ==Related Checklists and KPIs== | ||
==== Checklists ==== | ==== Checklists ==== | ||
*[[ | *[[ITIL-Checklists#Problem Management|Checklists Problem Management]] | ||
==== KPIs ==== | ==== KPIs ==== | ||
*[[KPIs Problem Management|Key Performance Indicators "Problem Management" according to ITIL V2]] | *[[KPIs Problem Management|Key Performance Indicators "Problem Management" according to ITIL V2]] | ||
==Related [[ITIL Glossary]] Terms== | |||
*[[ITIL Glossary/_ITIL_Terms_P#Problem Record|Problem Record]] | |||
*[[ITIL Glossary/_ITIL_Terms_P#Problem Management Report|Problem Management Report]] | |||
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[[Category:ITIL V2]][[Category:ITIL process]][[Category:Service Support]][[Category:Problem Management]] | |||
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Latest revision as of 17:53, 4 February 2016
ITIL Version: ITIL V2 → see also Problem Management - ITIL V3
Process-Objective: The objective of Problem Management is to resolve the root cause of Incidents, and to prevent the recurrence of Incidents related to these errors. It provides Incident Management with Temporary Fixes (Workarounds) and Permanent Solutions to Known Errors. Proactive Problem Management identifies and resolves Problems before Incidents occur, for example by analysing trends in IT Service Usage or by investigating historic Incidents.
Part of: Service Support
Process Owner: Problem Manager
Sub-Processes
Identify and Analyse Problem
- Process objective: Past Incidents and other indications of problems in the IT infrastructure are to be analysed, in order to find the root causes of repeatedly occurring IT Service interruptions.
Identify Problem Solution
- Process objective: A resolution is to be found for identified Problems and a corresponding RFC, initiating the implementation of the resolution, is to be compiled.
Monitor Problems and Errors
- Process objective: Outstanding Problems are to be continuously monitored with regards to their processing status, so that where necessary corrective measures may be introduced. Furthermore it is to be verified whether the Problems marked as Closed have actually been eliminated.
Develop Problem Solution
- Process objective: After the clearance of the Change the actual error-correction is to be developed and subsequently transfered to Release Management for Rollout.
Close Problem
- Process objective: After a successful problem solution it is to be ensured that the knowledge gained is made available to the other IT Service Management processes, in order to be used for the handling of future Problems or Incidents.
Compile Problem Management Reporting
- Process objective: It is to be ensured that the other IT Service Management processes as well as IT Management are informed of outstanding Problems, their processing-status and existing Workarounds.
Involved Roles
- Application Manager
- ITC Infrastructure Manager
- Problem Manager: According to ITIL V2 the Problem Manager undertakes research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions. If possible, he makes temporary solutions (Workarounds) available to Incident Management. He develops final solutions for Known Errors. In addition to this he engages in the avoidance of interruptions (Pro-active Problem Management), i.e via a trend-analysis of important services or historical Incidents.
