Problem Management

Objectives:
• Stabilizing IT services through:
o Minimizing the consequences of incidents
o Removal of the root causes of incidents
o Prevention of incidents and problems
o Prevent recurrence of Incidents related to errors
• Improving productive use of resources

Tasks:
• Problem Control
• Error Control (including raising RfCs – Request for Change)
• Proactive Prevention
• Identifying Trends
• Management Information
• Posit Implementation Review (PIR)
Goal is to get from reactive or proactive. Stop problems from occurring / recurring.

Inputs:
• Incident details
• Configuration details
• Defined work-arounds

Outputs:
• Known Errors
• Requests for Change
• Updated Problem Records including work-arounds and/or solutions
• Response to Incident Management from Matching Management Information

Problem Control
• Identification
• Classification
• Assign Resources
• Investigation and Diagnosis
• Establish Known Error

Error Control
• Error Identification and Recording
• Error Assessment
• Recording Error / Resolution (Send out RfC)
• Error Closure

Known Error:
An Incident or Problem for which the root cause is known and for which a temporary Work-around or a permanent alternative has been identified.

Proactive Problem Management:
• Trend Analysis
• Targeting Support Action
• Providing Information to the Organization

Known Errors resulting from Development should be made known to the Helpdesk.
Reporting is also key for Problem Management.