Module 03 Course Project - Problem Management Template
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mod03_problem_mgmt_template_08_23_2024.docx
Problem Management
Process Guide
Table of Contents 1. Introduction 3 1.1 Problem Management Membership……………………………………………………………………………………3 2. Purpose of the Document 4 2.1 Service Description 4 2.2 Terminology 5 2.3 Problem Management Objective 6 2.4 Scope 6 3. Overview of the Problem Management Process 7 3.1 Problem Management – Overview Description 7 3.2 Problem Management Process Flow (ITIL) 8 3.3 Notification 9 3.4 Problem Determination 9 3.5 Workaround and Recovery 9 3.6 Problem Resolution 9 3.7 Problem Tracking 10 3.8 Report and Control 10 4. Problem Management Measures 10 4.1 Problem Management Process Measurements 10 5. Post-Mortem Definitions……………………………………………………………………………………………………………..11 5.1 Post-Mortem……………………………………………………………………………………………………………………………11
This document sets out the overall Problem Management Process for <organization>. The Process Model will be ITIL best practices as input
1.1 Problem Management Membership
The membership should consist of a diverse group within <organization>. Membership will include representation from:
Include 10 individual’s role and name for your membership once completed remove these instructions.
This document contains high-level process flows pertaining to the Problem Management Service within <organization> environment. The document provides a framework and roadmap from which lower level operational procedures can be defined and implemented. The document also serves the purpose of providing material for high-level training and education to end user and <organization> Business Units. This aids high-level understanding of process based service delivery and specific process-based tasks for the Problem Management Service.
Every participant in the process is expected to understand and implement the guidelines described in this document.
Problem Management is the ongoing service concerned with minimizing the impact of problems affecting the availability and technology services within <organization>.
This process captures information about problems and resolves them, according to <organization> standards and policies. Problems will flow in from and out of the <organization> Incident management process.
The process identifies, documents, analyses, tracks, and resolves all problems within the <organization> environment.
The suggested Problem Definition is any deviation from an expected norm. A problem is any event resulting in a loss or potential loss of the availability or performance of a service delivery resource and/or its supporting environment. This includes errors related to systems, networks, workstations and their connectivity; hardware, software, and applications. The recognition of problems can come from any point in the environment and can be identified using a variety of automated and non-automated methods.
The following are ITIL descriptions:
ITIL recommends a clear demarcation between incident control and problem management. If the Help Desk or another resolver group cannot resolve an incident, it is progressed to problem management.
An incident: Please define. Research a variety of definitions that may fit best for your organization. Once completed please delete instructions.
A problem: Please define. Research a variety of definitions that may fit best for your organization. Once completed please delete instructions
A known problem: Please define. Research a variety of definitions that may fit best for your organization. Once completed please delete instructions
ITIL refers to Problem Management as:
· Restoring normal service when service has one wrong
· Getting to the root cause of the problems
· Resulting from the other areas
Problem Management is also concerned with proactively preventing problems occurring.
2.3 Problem Management Objective
The objective of the Problem Management Process is to provide a straightforward and workable process for handling all types of service inhibiting situations with minimum effort for <organization>. The goal is to maximize client satisfaction with IT systems and services.
The Problem Management process and Incident Management process are closely linked with many of the problem sub-process activities performed by the Helpdesk.
Problem Management Process Objectives:
· Minimize the impact of problems
· Minimize the duration of any related outages
· Manage problems within agreed-to time frames
· Reduce number of problems w Prevent reoccurrence
· Perform trend analyses w Assure performance of root cause analyses
· Maximize productivity of resources
· Monitor and measure the service
· Automate tasks wherever possible
The Problem Management service begins with receipt of a problem record.
The assumption upon entering Problem Management is that the problem has already been logged, as a problem, via the Incident Management Process.
In order to resolve problems, the service includes the following activities:
3. Overview of the Problem Management Process
The Problem Management Process comprises a number of tasks or activities.
3.1 Problem Management – Overview Description
The Problem Management Process consists of the following sub process activities:
Please define. Research a variety of definitions that may fit best for your organization. Once completed please delete instructions.
Please define. Research a variety of definitions that may fit best for your organization. Once completed please delete instructions.
Please define. Research a variety of definitions that may fit best for your organization. Once completed please delete instructions.
Please define. Research a variety of definitions that may fit best for your organization. Once completed please delete instructions.
Please define. Research a variety of definitions that may fit best for your organization. Once completed please delete instructions.
Please define. Research a variety of definitions that may fit best for your organization. Once completed please delete instructions.
· Emergency Changes will always relate to a problem record
· There will be known problems that will not be fixed
· There will be known problems for which Hazelden Betty Ford Foundation will be waiting on a vendor to provide the fix
3.2 Problem Management Process Flow (ITIL)
The following process flow shows an overall ITIL based version of the Problem Management process for resolving <organization> problems. This illustration is meant to provide an understanding of the general functional flow of the problem process.
3.3 Notification
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· Problem Status (Updated Problem Record) |
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· Problem status (Updated problem record) · Configuration Update Details |
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· Problem status (Updated Problem Record) |
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· Problem status (Updated Problem Record) · Problem analysis information |
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· Requirement(s) for process improvement · Problem Management Measurements and Reports including trend analyses |
4.0 Problem Management Measures
The reports that are produced for the problem management system are designed to help manage the process. Daily reports identify results from the previous day, and any problems, which must be confronted during the day. Weekly reports provide a summary of the previous week’s success, current status and weekly trend information. Daily reports are primarily for technical staff. Weekly reports enable effective management of the process. Monthly reports can also enable IT to evaluate the effectiveness of the problem management system.
4.1 Problem Management Process Measurements
The problem management process measurements are used to determine if adjustments must be made to the process:
· Cost and resource time to support the process
· Number of known errors identified
· Number of incidents linked to problems
· Number of rejected resolutions
· Number of changes resulting in problems
· Number of cost of problems caused by changes
· Number of problems fixed by changes
5. Post-Mortem Definitions
The post-mortem process will be initiated when these factors occur within a problem:
· All network and application outages
· When a problem reaches 20 or more incidents
5.1 Post-Mortem Process
The report will be made up of five parts, an issue summary, a timeline, root cause analysis, resolution and recovery, and corrective and preventative measures.
Issue Summary:
· Research sections that can be included in an issue summary have a minimum of three entries. This will require you to research post-mortem processes. Remove these instructions when completed.
Timeline
· Research sections that can be included in a timeline have a minimum of three. This will require you to research post-mortem processes. Remove these instructions when completed.
Root Cause
· Research sections that can be included in a root cause this section will require only one entry. This will require you to research post-mortem processes. Remove these instructions when completed.
Resolution and recovery
· Research sections that can be included in a resolution and recovery this section will only one entry. This will require you to research post-mortem processes. Remove these instructions when completed.
Corrective and Preventative Measures
· Research sections that can be included in a corrective and preventative measures this section will require a minimum of two entries. This will require you to research post-mortem processes. Remove these instructions when completed.
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