Description of Itil v3 problem management process

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 Gestión Proveedor o
Gestión de Gestión de
Atención a Proactiva de Sub-
Eventos Incidentes
Usuarios Problemas contratista
Detección del
Problema
Registro del
Problema
Categoriza.
Problema
Priorización
Problema
Investig. y CMS
Diagnóstico
¿Alternativa?
Crear registro
de Error KEDB
Conocido
Gestión de
Cambios ¿Se require un
cambio?
Resolución
Cierre
Revisión de
¿Problema
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. Gràcies
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Gracias
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Thank Obrigado
You
English
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Danke
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Grazie Merci
Italian
Simplified Chinese French
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GSX – PROBLEM MANAGEMENT 05-2009 Josep Bardallo