itil problem management isd division office of state finance

ITIL

Problem Problem Management Management

ISD Division

Office of State Finance


Contents

Roles

Process

Policy

Purpose of Problem Management

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3

ContentsOffice of State Finance

Purpose of Problem Management


ITIL Training

Terms (Service Operations)

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Something is broken or about to break.

Repair as quickly as possible.

Open incidents are measured against SLAs.

Incident Incident

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Underlying “root-cause.”

Remains open until underlying issue is

resolved.

Open Problems are not measured against SLAs.

Creates “work-arounds.”

ProblemProblem

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Routine pleas for help – but nothing is broken.

These include items like “can you tell me Joe

Blow’s phone number”, “can you unlock my

account”, and “will you reset my password.”

Service Service RequestRequest

Problem Guidelines

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Problem Prioritization

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Problems use the same prioritization as incidents. To prioritize, the impact and severity must be assessed.


Contents

Roles

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Roles

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OSF ISD Service Desk Ensure that all problems received by the Service

Desk are recorded in CRM Delegates responsibility by assigning problems to the

appropriate provider group for resolution based upon the categorization rules

Performs post-resolution customer review to ensure that all work services are functioning properly

Quality Assurance Owns all reported problems Prepare reports showing statistics of problems

resolved / unresolved

Roles

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Service Provider Group Composed of technical and functional staff involved in

supporting services Perform root cause analysis of the problem and

develop potential solutions Test potential solutions and develop implementation

plan Problem Reporter

Anyone within OSF / ISD can request a problem case to be opened.

The typical sources for problems are the Service Desk, Service Provider Groups, and proactive problem management through Quality Assurance.


Contents

Process

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Process Flow

Process Flow - Identification

Anyone within OSF / ISD can request that a problem case be opened.

All initial information relative to problem will be logged, especially related incidents.

Before continuing the Service Desk will verify the related service having the issue and correlate it with an existing service and SLA.

After problem verification, the Service Desk will attempt to establish incident severity and impact which define priority.

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Process Flow – Analyze & Resolve

Primary root cause analysis will be performed by the Service Provider Group.

As soon as the problem is clearly documented with identifying symptoms, a known error record will created within CRM so that if additional incidents occur, they can be tied to the existing problem.

Once the solution is determined, it should be implemented following the Change Management Process.

Once the solution is implemented and verified, the problem case may be closed.

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Contents

Policy

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Problem Policy

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itil problem management isd division office of state finance

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