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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                                    GestiĂłn    Proveedor o
                                 GestiĂłn de    GestiĂłn de
                    AtenciĂłn a                                 Proactiva de    Sub-
                                  Eventos      Incidentes
                     Usuarios                                   Problemas    contratista


                                              DetecciĂłn del
                                               Problema


                                              Registro del
                                               Problema


                                               Categoriza.
                                                Problema


                                               PriorizaciĂłn
                                                Problema


                                                Investig. y               CMS
                                               DiagnĂłstico



                                              ÂżAlternativa?




                                              Crear registro
                                                de Error                  KEDB
                                                Conocido

                           GestiĂłn de
                            Cambios           ÂżSe require un
                                                cambio?




                                               ResoluciĂłn



                                                 Cierre



                                                                       RevisiĂłn de
                                               ÂżProblema
                                                                       Problemas
                                                Grave?
                                                                        Mayores



                                                   Fin

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




GSX – PROBLEM MANAGEMENT 05-2009   Josep Bardallo
Problem Management Process
                        Tools Samples (BMC)




5/29/2009                                                 20
      GSX – PROBLEM MANAGEMENT 05-2009   Josep Bardallo
Problem Management Process
             Tools Samples (BMC Knowledge management)
                                     Knowledge
                                     Management

                          User                    Network &
                   Self-Service                   System Events




                                  Service
                                    Desk




21   5/29/2009
Problem Management Process
                        Tools Samples (HP)




22   5/29/2009
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
GrĂ cies
        Hindi
                                                                                 Korean
                                           Traditional Chinese
                             CatalĂ 


                                                                             Gracias
                  Russian                                                      Spanish




                                       Thank                                   Obrigado
                                       You
                                              English
                                                                                Brazilian Portuguese

    Arabic
                                                                     Danke
                                                                   German

                   Grazie                                                      Merci
                   Italian
                                          Simplified Chinese                   French




Tamil
                                                        Japanese                          Thai



                GSX – PROBLEM MANAGEMENT 05-2009          Josep Bardallo

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ITIL v3 Problem Management

  • 1. PROBLEM MANAGEMENT GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 2. 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
  • 3. 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
  • 4. 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
  • 5. Problem Management Process Diference Between Incident Management and Problem management: GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 6. Problem Management Process Relationship with others processes GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 7. Problem Management Process Activities Problem Management consist of two major subprocesses: - Reactive Problem Management - Proactive Problem Management GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 8. Problem Management Process Activities (process flow) Centro de GestiĂłn Proveedor o GestiĂłn de GestiĂłn de AtenciĂłn a Proactiva de Sub- Eventos Incidentes Usuarios Problemas contratista DetecciĂłn del Problema Registro del Problema Categoriza. Problema PriorizaciĂłn Problema Investig. y CMS DiagnĂłstico ÂżAlternativa? Crear registro de Error KEDB Conocido GestiĂłn de Cambios ÂżSe require un cambio? ResoluciĂłn Cierre RevisiĂłn de ÂżProblema Problemas Grave? Mayores Fin GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 9. Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 10. Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 11. Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 12. Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 13. Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 14. Problem Management Process Activities (process flow) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 15. Problem Management Process Information Management GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 16. Problem Management Process Tools Samples (IBM) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 17. Problem Management Process Tools Samples (IBM) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 18. Problem Management Process Tools Samples (Easyvista) GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 19. Problem Management Process Tools Samples (EasyVista) A knowledge base is available 7x7/24x24. 
or via a case-base reasoning. In full-text search
 GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 20. Problem Management Process Tools Samples (BMC) 5/29/2009 20 GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 21. Problem Management Process Tools Samples (BMC Knowledge management) Knowledge Management User Network & Self-Service System Events Service Desk 21 5/29/2009
  • 22. Problem Management Process Tools Samples (HP) 22 5/29/2009
  • 23. Problem Management Process METRICS GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 24. Problem Management Process CSF GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 25. Problem Management Process Roles GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo
  • 26. GrĂ cies Hindi Korean Traditional Chinese CatalĂ  Gracias Russian Spanish Thank Obrigado You English Brazilian Portuguese Arabic Danke German Grazie Merci Italian Simplified Chinese French Tamil Japanese Thai GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo