itil v3 problem management

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GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo PROBLEM MANAGEMENT

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Description of Itil v3 problem management process

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Page 1: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

PROBLEM MANAGEMENT

Page 2: ITIL v3 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”)

Page 3: ITIL v3 Problem Management

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

Page 4: ITIL v3 Problem Management

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)

Page 5: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process

Diference Between Incident Management and Problem management:

Page 6: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process Relationship with others processes

Page 7: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process Activities

Problem Management consist of two major subprocesses:

- Reactive Problem Management

- Proactive Problem Management

Page 8: ITIL v3 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

Page 9: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process Activities (process flow)

Page 10: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process Activities (process flow)

Page 11: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process Activities (process flow)

Page 12: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process Activities (process flow)

Page 13: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process Activities (process flow)

Page 14: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process Activities (process flow)

Page 15: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process Information Management

Page 16: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process Tools Samples (IBM)

Page 17: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process Tools Samples (IBM)

Page 18: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process Tools Samples (Easyvista)

Page 19: ITIL v3 Problem Management

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…

Page 20: ITIL v3 Problem Management

08/04/2023GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process Tools Samples (BMC)

Page 21: ITIL v3 Problem Management

04/08/202321

Network & System Events

KnowledgeManagement

User Self-Service

Service Desk

Problem Management Process Tools Samples (BMC Knowledge management)

Page 22: ITIL v3 Problem Management

04/08/202322

Problem Management Process Tools Samples (HP)

Page 23: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process METRICS

Page 24: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process CSF

Page 25: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

Problem Management Process Roles

Page 26: ITIL v3 Problem Management

GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo

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MerciGrazie

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