SERVICE MANAGER 9.2
PROBLEM MANAGEMENT TRAINING
JUNE 2011
Problem Management - Purpose
2
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The purpose of Problem Management is to:
Identify potentially recurring incidents
 Determine the root cause
 Take steps to prevent the incidents from reoccurring.
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As such, Problem Management follows a different set
of processes than incident management.
Incident Management is solely focused on restoring
service to the end-user, while Problem Management is
focused on preventing the interruption in the first
place
Service Manager 9.2 - Problem Management
Problem Management Process
3
The IT@JH Problem Management process flow will follow these guidelines:
1
• Level 2/3 technicians review incidents to determine whether there may be an underlying problem that needs to be addressed.
Technicians will flag incident records for Problem Management review if appropriate
2
• Problem Managers will have an in-box (queue) where incidents flagged as “Problem Candidates” can be reviewed. They will also
analyze high priority incidents. Problem Managers will determine whether a Problem record should be created, and create the
problem if so.
3
• Problem Managers will review the problem and initiate the next Phase (Problem Investigation and Diagnose).
During this phase Problem Coordinators can create and assign Tasks to other IT team members.
4
• Tasks are worked to determine the root cause of the problem. Once the root cause is determined tasks can be
closed and a “Known Error” record opened.
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• Once the root cause is known a change is typically opened to resolve/rectify the underlying root cause.
• Once the change is implemented and verified as being successful the Problem record can be closed by the
owner
Service Manager 9.2 - Problem Management
Coordinating The Problem
Management Effort
4
Role: Problem Coordinator & Problem Manager
The workflow tab of the problem record graphically depicts the different
phase transitions of the overall problem management process. Below are
some notes on the activities to be performed in each phase of the process.
Once a related change is
closed and a fix has been
applied to the problem the
coordinator moves the
change to the closure / review
phase to verify the problem is
indeed resolved. If resolved
then the problem record is
closed.
The second phase is
The initial phase is used to used for scheduling
classify, clarify the problem when the problem needs
details. Once the problem to be resolved and
estimates the effort it will
record represents the
take to resolve the
details of the problem as
problem. The target
accurately as possible the
record should be moved to dates for root cause and
resolution will need to be
the next phase.
specified in this phase.
The third phase is
used to generate
tasks to assignment
groups to investigate
the root cause of the
problem. See the next
set of slides on
opening and working
tasks for more details
Service Manager 9.2 - Problem Management
Once root cause is
determined based off of the
closure of problem tasks the
PM coordinator will move
the problem to the
resolution phase. The
coordinator will then flag the
problem as a known error
and initiate a change to
apply a fix to the problem
Managing the Known Error
Role: Problem Coordinator
& Problem Manager
5
To defer the resolution of a known
error set the status of the known
error record to “Deferred”
If the Known Error is not being deferred then it will be
moved through the known error phases to apply a
resolution to the underlying problem. Below are the
known error phases with an explanation of the
activities performed within each phase.
Validate the
solution
resolved
the problem
Identify and document
the solution for
presentation to
stakeholders for
acceptance. Known
error tasks can be
created in this phase to
investigate the solution
Service Manager 9.2 - ProblemorManagement
solutions
Logging and
classifying the
known error
details.
Stakeholder approval
of the solution and
then a related change
record would be
created in this phase
to implement the
solution.
Managing the Known Error
6
Role: Problem Coordinator & Problem Manager
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When the Problem Management investigation has identified the root cause of an
incident, the Problem Resolution phase starts with the known error activities. The Known
Error Logging and Categorization process begins, as known error records are created
and contain the description of the underlying cause and possible workaround (if
identified).
All known errors should be recorded against the current and potentially affected
services in addition to the configuration item (CI) suspected of being at fault.
Information on known errors in services being introduced into the live environment should
be recorded in the Knowledgebase, together with any workarounds.
A known error should not be closed until after it has been resolved successfully.
The problem coordinator / manager may decide that the resolution is too expensive or
not beneficial to the business. If this is the case, the problem or known error is deferred.
The reasons for deferred resolution should be clearly documented. The known error
record should remain open, since new incidents are likely to occur and may require
workarounds or a reassessment of the decision to resolve.
Service Manager 9.2 - Problem Management
Managing the Known Error
7
Role: Problem Coordinator & Problem Manager (cont’d)
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The Problem Manager reviews the known error and determines the planning for the
solution investigation and resolution. If an effective workaround is identified, the known
error has a lower priority, and the resolution may be deferred for a specified period of
time.
Once the related change record of the known error is closed the known error record
will automatically be transitioned into the known error resolution phase.
In this phase the problem coordinator or manager will validate the resolution and close
the known error record.
Lastly the problem coordinator or manager will close the original problem record.
Service Manager 9.2 - Problem Management
Process Decisions
8
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Incidents will not be used to manage problem management processes
Incidents will be “Closed” once service is restored or an acceptable work
around applied.
The “Problem Management Candidate” check box located on the Incident
forms will be used to identify Incident tickets that should be considered for
Problem Management.
All Incident Management users will have the ability to set the “Problem
Management Candidate” flag
Select Incident Management users will be able to open problems (in
essence, have “problem manager” rights/profile)
When flagging an incident as a Problem Management Candidate, users
must be prompted to enter a journal update
Views are available for the Problem Managers to review Problem
Management Candidates identified (this includes Problem Management
Candidates and High Priority (1 and 2) incidents
Service Manager 9.2 - Problem Management
Problem Views
9
Problems
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High Priority Problems
Problem Tickets owned by me
Problem Tickets Coordinated by me
Known Errors
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Known Errors Managed by me
Open Known Errors assigned to my group
Tasks
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Problem Tasks assigned to me
Problem Tasks assigned to my groups
Known Error Tasks assigned to me
Overdue Problem tasks assigned to my group
All overdue Problem Tasks
Service Manager 9.2 - Problem Management
Problem Notifications
10
Description
Condition
Recipient
Content of Message
Advancement of Problem to
Investigation and Diagnosis
On problem being moved to
this phase
Problem
Coordinator
Problem %PM Ticket% has been assigned
to you and your group.
- link to problem task
Open of Problem Task
On task open
Assignee
Notify assignee. If no
assignee, notify assignment
group
Open of Known Error Task
On task open
- link to problem task
Assignee
Notify assignee. If no
assignee, notify assignment
group
Problem Task past due date
Current date of open task
exceeds defined due date
Problem Task %PM Ticket% has been
assigned to you or your group.
Known Error Task %KE Ticket% has been
assigned to you or your group.
- link to known error task
Assignee
Problem Task %PM Ticket% assigned to
your group is incomplete and exceeded its
due date
- link to problem task
Known Error Task past due
date
Current date of open task
exceeds defined due date
Assignee
Problem Task %PM Ticket% assigned to
your group is incomplete and exceeded its
due date
- link to problem task
Service Manager 9.2 - Problem Management
Problem Screens – Open Problem
11
Select Internal IT users can review high priority
and problem management candidates and
open problems
More -> Related – Problems - Open
Service Manager 9.2 - Problem Management
Problem Screens – Problem Ticket
12
Data fields copied over from incident:
- Service, CI, Assignment Group
- Title, Description
- Categorization, Prioritization
Target dates serve as milestone trackers for root
cause analysis, permanent solution tasks
Service Manager 9.2 - Problem Management
Problem Ticket – Required Fields
13
Phase: Detection and Logging
•
Service, CI, Assignment Group
•
Title, Description
•
Categorization, Prioritization
Phase: Prioritization and Planning
 Root cause target date
 Resolution target date
Phase: Investigation and Diagnosis
 Root Cause Description
 Workaround
 All RCA tasks must be completed
Phase: Resolution
 Closure Code must be selected
Service Manager 9.2 - Problem Management
Problem/KE tasks
14
Data fields copied over from problem:
- CI, Assignment Group
- Title, Description
- Categorization, Prioritization
Coordinator must set due date and determine
assignee
Workaround required on close
Service Manager 9.2 - Problem Management
Problem/K.E. Details
15
Data fields copied over from Problem:
- Service, CI, Assignment Group, Assignee
- Title, Description
- Categorization, Prioritization
Resolution Date serves as milestone trackers for
permanent solution tasks
Service Manager 9.2 - Problem Management
Summary Points
16
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Problem Management is a module and process within Service Management
aimed at: Identifying potentially recurring incidents, Determining the root
cause and Taking steps to prevent the incidents from reoccurring
When the Problem Management investigation has identified the root cause
of an incident, the Problem Resolution phase starts with the known error
activities.
There are 4 Phases in the overall Problem Management Process:
Phase:
Detection and Logging
Phase:
Prioritization and Planning
Phase:
Investigation and Diagnosis
Phase:
Resolution
In the Problem Prioritization and Planning Phase, the target dates for root
cause and resolution will need to be specified.
Service Manager 9.2 - Problem Management