What type of problem management investigates the root cause of major incidents?
Problem Management includes the activities required to diagnose the root cause of incidents identified through the Incident Management process, and to determine the resolution to those problems. It is also responsible for ensuring that the resolution is implemented through the appropriate control procedures, especially Change Management and Release Management. Show
Problem Management will also maintain information about problems and the appropriate workarounds and resolutions, so that the organization is able to reduce the number and impact of incidents over time. In this respect, Problem Management has a strong interface with Knowledge Management, and tools such as the Known Error Database will be used for both. Although Incident Management and Problem Management are separate processes, they are closely related and will typically use the same tools, and may use similar categorization, impact and priority coding systems. This will ensure effective communication when dealing with related incidents and problems. Value to businessProblem Management works together with Incident Management and Change Management to ensure that IT service availability and quality are increased. When incidents are resolved, information about the resolution is recorded. Over time, this information is used to speed up the resolution time and identify permanent solutions, reducing the number and resolution time of incidents. This results in less downtime and less disruption to business critical systems. Process activities, methods and techniquesProblem Management consists of two major processes:
Problem detection
Problem loggingAll the relevant details of the problem must be recorded so that a full historic record exists. This must be date and time stamped to allow suitable control and escalation. A cross-reference must be made to the incident(s) which initiated the "Problem Record":
Problem PrioritizationProblems may be categorized according to their severity and priority in the same way as incidents in order to facilitate their tracking, taking the impact of the associated incidents and their frequency of occurrence into account. From an infrastructure point of view one may ask:
Problem investigation and diagnosisThe result of an investigation for a problem will be a root cause diagnosis or a RCA report. The resolution should be the sum of the appropriate level of resources and skills used to find it. There are a number of useful problem solving techniques that can be used to help diagnosis and resolved problems.
The Pain Value Analysis contains a broader view of the impact of an incident or a problem on the business. Rather than analysing the number of incidents/problems of a particular type in a particular time interval, the technique focus on in-depth analysis of what level of pain has been caused to the business by these incidents/problems. A formula to calculate the level of pain should take into account:
The Kepner and Tregoe method is used to investigate deeper-rooted problems. They defined the following stages:
Pareto Analysis or Pareto chart is a technique for separating important potential causes from trivial issues. The following steps should be taken:
Network failuresCausesPercentage of totalComputation %CumulativeNetwork Controller350+35%35File corruption2635% + 26%61Server OS661%+6%67%Known Error RecordAfter the investigation is complete and a workaround (or even a permanent solution) has been found, a Known Error Record must be raised and placed in the Known Error Database in order to identify and resolve further similar problems. The main purpose is to restore the affected service as soon as possible with a minimal impact on the business. A good practice would be to raise a Known Error Record even earlier in the investigation - just for information purposes Major Problem ReviewA good practice is to have a review for all major problems. The review should examine:
The knowledge learned from the review should be incorporated into a service review with the business customer to ensure that the customer is aware of the actions taken and the plans to prevent future similar incidents from occurring.This helps to improve customer satisfaction and assure the business that Service Operations is handling major incidents responsibly and actively working to prevent their future recurrence.. What is root cause analysis in problem management?Root cause analysis (RCA) is the process of discovering the root causes of problems in order to identify appropriate solutions. RCA assumes that it is much more effective to systematically prevent and solve for underlying issues rather than just treating ad hoc symptoms and putting out fires.
What are the different types of problem management?Problem management works alongside incident management and other ITIL practices to form an overall ITSM strategy.. Problem management vs. incident management. ... . Problem management and change management. ... . Problem management and knowledge management. ... . Problem management and service request management.. What are the 3 phases of problem management?Problem management involves three distinct phases:. Problem Identification. Problem identification activities identify and log problems by: ... . Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors. ... . Error Control.. What are major processes in problem management?The problem management process includes the activities that are required to identify and classify problems, diagnose the root cause of incidents, and determine resolutions to related problems. The process ensures that the resolution is implemented through the appropriate control processes, such as change management.
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