SERVICE MANAGER 9.

2
PROBLEM MANAGEMENT TRAINING
JUNE 2011
 Problem Management - Purpose
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The purpose of Problem Management is to:

Identify potentially recurring incidents
Determine the root cause
Take steps to prevent the incidents from
reoccurring.
As such, Problem Management follows a
different set of processes than incident
management.
Incident Management is solely focused on

restoring service to the end-user, while

Problem
Service Manager 9.2 Management
- Problem Management is focused on
 Service Manager 9.2 - Problem Management
Once the change is implemented and verifed as being successful the Problem record can
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be closed by the owner
Once the root cause is known a change is typically opened to resolve/rectify the 5
underlying root cause.
Tasks are worked to determine the root cause of the problem. Once the root cause is
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determined tasks can be closed and a Known Error record opened.
Problem Managers will review the problem and initiate the next Phase (Problem 3
Investigation and Diagnose). During this phase Problem Coordinators can create and
assign Tasks to other IT team members.
Problem Managers will have an in-box (queue) where incidents fagged as Problem Candidates can be 2
reviewed. They will also analyze high priority incidents. Problem Managers will determine whether a
Problem record should be created, and create the problem if so.
Level 2/3 technicians review incidents to determine whether there may be an underlying problem that 1
needs to be addressed. Technicians will fag incident records for Problem Management review if
appropriate
guidelines:
The IT@JH Problem Management process flow will follow these
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Problem Management Process
 Coordinating The Problem
Management Effort

Role: Problem Coordinator & Problem Manager

The workflow tab of the problem record graphically depicts the different
phase transitions of the overall problem management process. Below are
some notes on the activities to be performed in each phase of the process.
Once a related change is
closed and a fix has been
applied to the problem the
coordinator moves the
change to the closure /
review phase to verify the
problem is indeed resolved.
If resolved then the problem
record is closed.
The second phase is The third phase is Once root cause is
The initial phase is used to used for scheduling used to generate determined based off of the
classify, clarify the problem when the problem needs tasks to assignment closure of problem tasks the
details. Once the problem to be resolved and groups to investigate
estimates the effort it will PM coordinator will move
record represents the the root cause of the
take to resolve the the problem to the
details of the problem as problem. See the next
problem. The target resolution phase. The
accurately as possible the set of slides on coordinator will then flag the
record should be moved to dates for root cause and opening and working
resolution will need to be problem as a known error
the next phase. tasks for more details
specified in this phase. and initiate a change to
apply a fix to the problem
Service Manager 9.2 - Problem Management
 Managing the Known Error Role: Problem Coordinator
& Problem Manager

To defer the resolution of a known
error set the status of the known
error record to Deferred
If the Known Error is not being deferred then it will be
moved through the known error phases to apply a
resolution to the underlying problem. Below are the
known error phases with an explanation of the
activities performed within each phase.

Validate the
solution
resolved
the problem

Stakeholder approval
Identify and document
Logging and of the solution and
the solution for
classifying the then a related change
known error presentation to
record would be
details. stakeholders for
created in this phase
acceptance. Known
to implement the
error tasks can be
solution.
created in this phase to
investigate the solution
Service Manager 9.2 - Problem Management or solutions
 Managing the Known Error

Role: Problem Coordinator & Problem Manager

When the Problem Management investigation has identifed the root
cause of an incident, the Problem Resolution phase starts with the
known error activities. The Known Error Logging and Categorization
process begins, as known error records are created and contain the
description of the underlying cause and possible workaround (if
identifed).
All known errors should be recorded against the current and
potentially affected services in addition to the confguration item (CI)
suspected of being at fault.
Information on known errors in services being introduced into the live
environment should be recorded in the Knowledgebase, together with
any workarounds.
A known error should not be closed until after it has been resolved
successfully.
The problem coordinator / manager may decide that the resolution is
Service Manager 9.2 - or
too expensive Problem
not Management
benefcial to the business. If this is the case, the
problem or known error is deferred. The reasons for deferred
 Managing the Known Error

Role: Problem Coordinator & Problem Manager (contd)

The Problem Manager reviews the known error and determines the
planning for the solution investigation and resolution. If an effective
workaround is identifed, the known error has a lower priority, and
the resolution may be deferred for a specifed period of time.
Once the related change record of the known error is closed the
known error record will automatically be transitioned into the known
error resolution phase.
In this phase the problem coordinator or manager will validate the
resolution and close the known error record.
Lastly the problem coordinator or manager will close the original
problem record.

Service Manager 9.2 - Problem Management

 Process Decisions
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Incidents will not be used to manage problem management processes

Incidents will be Closed once service is restored or an acceptable
work around applied.
The Problem Management Candidate check box located on the
Incident forms will be used to identify Incident tickets that should be
considered for Problem Management.
All Incident Management users will have the ability to set the Problem
Management Candidate fag
Select Incident Management users will be able to open problems (in
essence, have problem manager rights/profle)
When fagging an incident as a Problem Management Candidate, users
must be prompted to enter a journal update
Views are available for the Problem Managers to review Problem
Management Candidates identifed (this includes Problem
Management Candidates and High Priority (1 and 2) incidents

Service Manager 9.2 - Problem Management

 Problem Views
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Problems
High Priority Problems
Problem Tickets owned by me
Problem Tickets Coordinated by me

Known Errors
Known Errors Managed by me
Open Known Errors assigned to my group

Tasks
Problem Tasks assigned to me
Problem Tasks assigned to my groups
Known Error Tasks assigned to me
Overdue Problem tasks assigned to my group
All overdue Problem Tasks

Service Manager 9.2 - Problem Management

 Problem Notifcations
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Description Condition Recipient Content of Message
Advancement of On problem being Problem Problem %PM Ticket% has
Problem to moved to this phase Coordinator been assigned to you and
Investigation and your group.
Diagnosis - link to problem task
Open of Problem On task open Assignee Problem Task %PM Ticket%
Task Notify assignee. If no has been assigned to you or
assignee, notify your group.
assignment group - link to problem task

Open of Known Error On task open Assignee Known Error Task %KE Ticket
Task Notify assignee. If no % has been assigned to you
assignee, notify or your group.
assignment group - link to known error task

Problem Task past Current date of open Assignee Problem Task %PM Ticket%
due date task exceeds defned assigned to your group is
due date incomplete and exceeded its

due date
- link to problem task
Known Error Task Current date of open Assignee Problem Task %PM Ticket%
past due date task exceeds defined assigned to your group is
due date incomplete and exceeded its
due date
- link to problem task
Service Manager 9.2 - Problem Management
 Problem Screens Open
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Problem

Select Internal IT users can review high priority

and problem management candidates and
open problems

More -> Related Problems - Open

Service Manager 9.2 - Problem Management
 Problem Screens Problem
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Ticket

Data felds copied over from incident:

- Service, CI, Assignment Group
- Title, Description
- Categorization, Prioritization

Target dates serve as milestone trackers

for root cause analysis, permanent
solution tasks

Service Manager 9.2 - Problem Management

 Problem Ticket Required
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Fields
Phase: Detection and Logging
Service, CI, Assignment Group

Title, Description

Categorization, Prioritization

Phase: Prioritization and Planning

Root cause target date

Resolution target date

Phase: Investigation and Diagnosis

Root Cause Description

Workaround

All RCA tasks must be completed

Phase: Resolution
Closure Code must be selected

Service Manager 9.2 - Problem Management

 Problem/KE tasks
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Data felds copied over from problem:

- CI, Assignment Group
- Title, Description
- Categorization, Prioritization

Coordinator must set due date and

determine assignee

Workaround required on close

Service Manager 9.2 - Problem Management

 Problem/K.E. Details
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Data felds copied over from Problem:

- Service, CI, Assignment Group,
Assignee
- Title, Description
- Categorization, Prioritization

Resolution Date serves as milestone

trackers for permanent solution tasks

Service Manager 9.2 - Problem Management

 Summary Points
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Problem Management is a module and process within Service

Management aimed at: Identifying potentially recurring
incidents, Determining the root cause and Taking steps to
prevent the incidents from reoccurring
When the Problem Management investigation has identifed the
root cause of an incident, the Problem Resolution phase starts
with the known error activities.
There are 4 Phases in the overall Problem Management Process:
Phase: Detection and Logging
Phase: Prioritization and Planning
Phase: Investigation and Diagnosis
Phase: Resolution
In the Problem Prioritization and Planning Phase, the target
dates for root cause and resolution will need to be specifed.

Service Manager 9.2 - Problem Management