2. PROBLEM. Definition
ITIL v3 defines a âProblemâ as
âthe cause of one or more Incidentsâ
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 âThe unknown root cause of one or more
existing or potential Incidentsâ)
GSX â 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 â 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 â 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 â 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 â PROBLEM MANAGEMENT 05-2009 Josep Bardallo
19. Problem Management Process
Tools Samples (EasyVista)
A knowledge base is available
7x7/24x24.
âŠor via a case-base reasoning.
In full-text searchâŠ
GSX â PROBLEM MANAGEMENT 05-2009 Josep Bardallo
20. Problem Management Process
Tools Samples (BMC)
5/29/2009 20
GSX â 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
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 â PROBLEM MANAGEMENT 05-2009 Josep Bardallo