ITIL IT Service for any unplanned interruption to an IT service quality as a reduction or an "event" and ITIL defines a "problem" due to one or more of those events is defined as . Problem Management is the primary objective being to take on the problems and to prevent incidents resulting to eliminate recurring incidents and events that impact can not be stopped at least. Problem Management Incident Management process is dependent on a mature. While this problem could begin soon with the management, the process is highly integrated with Incident Management. So, to implement Problem Management Incident Management after you apply is the best. You event data, effects, frequency and incident trends to help identify the need to work on relevant and meaningful problems will end. It is often possible to problem management activities with a formally defined problem management process without having to start. Getting, but the process design, project tools and documentation to support early implementation activities related to stuck with, consider going for quick wins. You could start with actions like the following:
* Identify the top 5-10 events * If necessary, incident management guide / how to record the service desk - * events find some problems and solve them! Problem in the management of a major activity for one or more events to look for the root cause and recommend a permanent fix. Is important to choose the right people for the job. Analytical people with the right technology background is best roles. It does not have a permanent role. If fact, most organizations do not assign a "problem manager" is. Good managers are able to identify the problem and the problem at hand (s) assigned based on. Sometimes, a working group rather than a single person can be appointed can. In addition to technical skills, problem assigned manager (s) is preferably problem Kepner Tregoe, pain with techniques like value analysis and solving skills and experience to use the Ishikawa diagram, fault isolation and problem solving will be performing. At some stage, the process was created, documents and formal rollout of the organization will need. IT Infrastructure Library (ITIL) process activities and steps to define a splendid and the framework will provide guidance. The problem for management roles and responsibilities need to formally define a process owner should be allocated to the process. Process owner's responsibility to ensure that the process roles and responsibilities clear and well documented informed, people are using this process and there is in the process will be focused on continuous improvement. Reports and metrics to be defined. Examples include:
* The number of problems and conditions, service or errors in the period known by category. Problems which have been resolved class and percentage of each period *. The average time taken per square root to find the cause *. * The average resolution time of problems and known errors per class. * According to attempt resolution and expected duration of the effort required to close the pending problems investment (as measured by solution time). * Number of problems that occur again. Incident "resolved within the time per target" as the opposite of matrix management, problem management matrix generally service level agreements (SLAs) include is unclear. A known error database (KEDB) founded another important activity. A known error is a problem and solve the root cause of a document or a working solution. KEDB patches, questions and resolutions to problems (ie, isolation and resolution process), information and reasonable workarounds, scripts, reference places. KEDB or knowledge database, search by keyword preferably flexible information, retrieval should facilitate.
However, KEDB add more value to the Incident Management process is too immature can efficiently use them. Many organizations set a KEDB system, without real success, due to the fact that the incident management or service desk staff was too immature to help capture information and use the system to help first-line diagnosis . So, set yourself a KEDB system is not enough. A knowledge management mentality and culture as well as needs. Promotion and Incident and Problem Management metrics motivate employees must present the correct behavior. To implement a tool building and problem tracking and records should be considered an error known to support. Incident and problem management workflow tools and integration of data records Incident and Problem Management, is important given the dependence between the close. Solution is the BMC or most commercially available tools like HP Service Manager Incident Management, Problem Management, Change Management and Configuration Management Database (CMDB) to separate but integrated modules for sales management record system and the configuration item information (CI) Shop comes with.
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