Download - ITIL v3 Problem Management
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
PROBLEM MANAGEMENT
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
PROBLEM. Definition
ITIL v3 defines a “Problem” as “the cause of one or more Incidents”
The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation
(ITIL v2 defines a problem like “The unknown root cause of one or more existing or potential Incidents”)
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process. Purpose/goal Objective
Problem Management is the process reponsible for managing the Lifecycle of all problems
Primary objectives:- Prevent problems and resulting incidents from happening- Eliminate recurring incidents- Minimize the impact of incidents that cannot be prevented
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Scope
Include the activities required :
- Diagnose Root cause of incidents- Determine the resolution - Ensuring the resolution is implemeted through appropiate control procedures (change management and release management)- Maintain information about problems and appropiate workarrounds and resolutions- Maintaing the Knoledge Management (Known Error Database)
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process
Diference Between Incident Management and Problem management:
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Relationship with others processes
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Activities
Problem Management consist of two major subprocesses:
- Reactive Problem Management
- Proactive Problem Management
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Activities (process flow)
Centro de Atención a Usuarios
Gestión de Eventos
Gestión de Incidentes
Gestión Proactiva de Problemas
Detección del Problema
Registro del Problema
Categoriza. Problema
Priorización Problema
Investig. y Diagnóstico
¿Alternativa?
Crear registro de Error
Conocido
¿Se require un cambio?
Gestión de Cambios
Resolución
Cierre
¿Problema Grave?
Revisión de Problemas Mayores
Fin
CMS
KEDB
Proveedor o Sub-
contratista
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Activities (process flow)
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Activities (process flow)
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Activities (process flow)
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Activities (process flow)
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Activities (process flow)
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Activities (process flow)
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Information Management
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Tools Samples (IBM)
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Tools Samples (IBM)
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Tools Samples (Easyvista)
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Tools Samples (EasyVista)
A knowledge base is available 7x7/24x24.
…or via a case-base reasoning.
In full-text search…
08/04/2023GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Tools Samples (BMC)
04/08/202321
Network & System Events
KnowledgeManagement
User Self-Service
Service Desk
Problem Management Process Tools Samples (BMC Knowledge management)
04/08/202322
Problem Management Process Tools Samples (HP)
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process METRICS
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process CSF
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
Problem Management Process Roles
GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
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