ITIL is known as an "accident" as any unplanned interruption of service of information technology or a decline in the quality of IT and ITIL service known as the "problem" is one reason or more of these incidents. The main objectives of taking on the management of the problem is to prevent problems and resulting incidents from happening, to eliminate recurring incidents and minimize the impact of accidents that can not be prevented. Rely on mature Incident Management process management problem.
Although it is possible to start early with the problem of management, these highly integrated process with the incident management. Therefore, it is best to implement problem management after you've implemented incident management. Crash data will require, impact, and the frequency and trends incident to assist in the identification of relevant and useful to work on the problems end.
It is possible in many cases to start with problem management activities, without the presence of management process formally defined problem. Instead of getting involved with activities related to the design process and the implementation of support tools and documentation at the beginning of the project, and consider going for quick gains. You could start with the procedures as follows:
* determine the best 5 to 10 incidents
* if necessary, and to provide guidance for the management of incidents / service desk on how to register - incidents
* find some of the problems and solve them!
Among the main activities in the management of the problem is to look for the root causes of accidents and one or more, and recommends a permanent fix. Choose the right people for this important position. Analytical people with the background of appropriate technology better to give such roles. This need not be a permanent role. If fact, most organizations do not assign someone to be a "problem director." Problem managers better identify and set on the basis of the problem (s) at hand. Sometimes, you can assign a team, rather than one person. In addition to technical skills, the director of a problem set (s) have a preferred problem-solving skills and experience with techniques such as Kepner Tregoe, pain value analysis and use of graphs Ishikawa to perform fault isolation and problem-solving.
At some point, you will need to process be designed, documented and officially launch the network in all parts of the organization. The Infrastructure Library IT (ITIL) provides an excellent framework and guidance for identifying activities and practical steps. Roles and responsibility for managing problem that needs to be formally identify the owner of the process need to be assigned to this process. The responsibility of the owner to be the process to ensure that the documented process and the role and responsibilities of a clear and well-informed, people are using this process, and there is an emphasis on continuous improvement of the process. Reports should identify and scales. Examples include:
* number of known problems in the period setting, service or category and errors.
* Percentage of the problems that have been solved in a class period.
* The average time it takes to find the root cause for each category.
* The average time of a solution to the problems of each category and known errors.
* effort invested in the problems awaiting the decision and effort required is expected to close in the period (measured as a solution).
* number of problems re-occur. Unlike the Incident Management metrics such as "resolved Ratio target time,"
are usually not includedmanagement standards explicitly problem with the service level agreements (level of service).
known bugs database preparation (KEDB) is another major activity. Known and errors are a problem that has a documented root cause and solution or solution. KEDB maintains information about problems (ie isolation and settlement procedures) and appropriate solutions, scripts, references to spots, frequently asked questions and decisions. And KEDB or knowledge database should facilitate the retrieval of flexible information, preferably keyword search.
However, the KEDB may not add significant value if the incident management process is very immature to be used efficiently. Many organizations have developed a system KEDB, without real success, due to the fact that incidents or service desk management staff was very immature to assist in the capture of information and the use of the system to assist in the diagnosis of the first line. So, put KEDB system in itself is not enough. There is a need for the mentality and culture of knowledge management as well. The incentives and measures must be introduced to stimulate the correct behavior in the personnel management of incidents and problems.
apply the tool to support the establishment and trace the problem and records of known errors should be considered. Due to the adoption of a close relationship between accidents and problem management, the integration of the accident records and workflow management problem and the data in the tool is important. Most of the tools commercially available, such as the treatment of BMC or HP Service Management comes with the units are purchased separately but integrated incident management, a management problem, change management and CMDB (CMDB) to store management system records and also configure the item (CI) information.
Finally, like any other operations of the ITIL, the problem management process should then go through the plan sessions, do-Check-Act and improved and refined over time.
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