(4) Service Support Set: Problem Management
Minimizes impact of Incidents & Problems caused by errors & prevents recurrence of incidents related. Seeks root cause and initiate action to remove it.
Problem Management process is 2-fold: Reactive (Incidents by SD) & Proactive (identify Known Errors & solving Problems before Incident occurs).
Problem: Condition from multiple Incidents with common symptoms, or from a single Incident indicative of a single Error, for which cause is unknown.
Incident-Matching Process: SD uses Incident-Matching process to identify whether a Problem results from a Known Error or Problem, and whether a work-around or any other 'fix' is known. This process enables a rapid where there is a 'fix' available. If Incident is not matched to a known issue Problem Management is informed. When root cause is identified Known Error database is updated and cross-linked to Incident and Problem. Problem Management then eliminates root cause with Change Management help. Process: Routine>Known Error>Problem Known>New Problem>Inform SD
Problem Control: Identifies causes to prevent future recurrences. Is done by: Identification & recording, Classification, Investigation & diagnosis
Error Control: Process that Known Errors are eliminated by Change Management. Identifies errors & enables their monitoring where feasible and justified in cost/impact terms. Problem Management is responsible for approving all changes to Known Error database.
Proactive Problem Management: steps: Trend analysis, Targeted preventive action, Reviews of major problems.
Timely Provision of Management Information: Management reports provide essential data on identified Problems, Known Errors and related RFC.
More effective handling of Incidents: Better first-time fix rate of Incidents at SD by availability of previous Incident and work-around data.
Increase in service quality: Generate a cycle of increasing IT productivity and service quality. High-quality service benefits Customers/Users.
Reduction in incidents and problems: Is instrumental in reducing number of Incidents that interrupt conduct of business.
Provision of permanent solutions: Will be a gradual reduction in number and impact of Problems and Known Errors as those resolved stay resolved.
If Problem Management process is not implemented result is any or all of the following: A purely reactive support organization, only dealing with Problems when service has is disrupted, Users who, seeing many recurring Incidents, lose faith in quality of support provided by IT, An IT organization that is ineffective, carries high costs, & low morale. Problem Management process is based on learning from past experience. It provides historical data necessary to identify trends, & means of preventing failures and reducing impact of failures, resulting in improvements in productivity of service Users.
Effective incident control procedures are required. Individuals need to balance work between Incident-handling & Problem-solving. Management has to map right skills to right activities, and identify and deploy problem-solving talents of individual staff. To enable SD's immediate access to all relevant information, an effective Knowledge-Based System is essential. Establishment & maintenance of this system aren't simple or inexpensive and need solid management commitment. Proper linkage of Known Errors is required as key to moving from classical reactive position to truly proactive Problem M.
Metrics and management reports: Reporting
Problem M. provides information on identified Problems, Known Errors and RFC that arise from Known Errors. Information will arise both periodically and on an ad hoc basis. Areas for Problem M. reporting: Number of Problems dealt with in reporting period, Number of RFC raised by Error Control, Elapsed time for outstanding (i.e. unsolved) Problems, Expected time to resolve Problems, Average time in reporting period to close Problems.
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