Problem Management

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ITIL Problem Management: Overview

Process Objective: To manage the lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimise the impact of incidents that cannot be prevented. Proactive Problem Management analyses Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.

Part of: Service Operation

Process Owner: Problem Manager

ITIL Problem Management: Process Definition

File:Itil-problem-management.jpg

ITIL Problem Management

Essentially, the activities and process objectives of the Problem Management process are identical in ITIL V3 and ITIL V2. A new sub-process "Major Problem Review" was introduced to review the solution history of major Problems in order to prevent a recurrence and learn lessons for the future.

The following sub-processes are part of ITIL Problem Management:

Sub-Processes

Problem and Error Control

Process Objective: To constantly monitor outstanding Problems with regards to their processing status, so that where necessary corrective measures may be introduced.

Problem Identification and Categorization

Process Objective: To record and prioritize the Problem with appropriate deligence, in order to facilitate a swift and effective resolution.

Problem Diagnosis and Resolution

Process Objective: To identify the underlying root cause of a Problem and initiate the most appropriate and economical Problem solution. If possible, a temporary Workaround is supplied.

Problem Closure and Evaluation

Process Objective: To ensure that - after a successful Problem solution - the record and prioritize the Problem contains a full historical description, and that related Known Error Records are updated.

Major Problem Review

Process Objective: To review the resolution of a Problem in order to prevent recurrence and learn any lessons for the future. Furthermore it is to be verified whether the Problems marked as closed have actually been eliminated.

Problem Management Reporting

Process Objective: To ensure that the other Service Management processes as well as IT Management are informed of outstanding Problems, their processing-status and existing Workarounds (see "Problem Management Report").

Downloads

Use the following links to open the process overview of Problem Management showing the most important interfaces:

• ITIL Problem Management (.JPG)
• ITIL Problem Management (.PDF)

ITIL Terms: Problem Management

Known Error

A problem that has a documented root cause and a workaround. Known Errors are created and managed throughout their lifecycle by Problem Management. Known Errors may also be identified by development or suppliers.

Problem

A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created.

Problem Management Report

A report supplying Problem-related information to the other Service Management processes.

Problem Record

The Problem Record contains all details of a Problem, documenting the history of the Problem from detection to resolution (ITIL Checklist Problem Record).

Suggested Known Error

A suggestion to create a new entry in the Known Error Database, for example raised by the Service Desk or by Release Management. Known Errors are managed throughout their lifecycle by Problem Management.

Suggested Problem

A notification about a suspected Problem, handed over to Problem Management for further investigation.

Suggested Workaround

A suggestion to enter a new Workaround in the Known Error Database, for example raised by the Service Desk or by Release Management. Workarounds are managed throughout their lifecycle by Problem Management.

Workaround

Reducing or eliminating the impact of an Incident or Problem for which a full resolution is not yet available, for example by restarting a failed Configuration Item. Workarounds for Problems are documented in Known Error records.

Additional Information on Problem Management

ITIL KPIs and Checklists

• Key Performance Indicators (KPIs) Problem Management
• Checklists Problem Management: Checklist Problem Record

ITIL Roles in Problem Management

Problem Manager - Process Owner

The Problem Manager is responsible for managing the lifecycle of all Problems.

His primary objectives are to prevent Incidents from happening, and to minimise the impact of Incidents that cannot be prevented.

To this purpose he maintains information about Known Errors and Workarounds.

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