05 - problem mgt
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Problem Management
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GoalPrimary Objective
To minimise the adverse effecton thebusiness of Incidents and Problems causedby errors in the infrastructure and toproactivelyprevent the occurrence of
Incidents, Problems and Errors
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Why Problem Management
Resolve Problems quickly and effectively
Ensure resources are prioritisedtoresolve Problems
Proactivelyidentify and resolve Problems
and Known Errors thus minimisingIncident occurrence/ recurrence
Improve the productivity of support staff
Problems & Known Errors
A Problemis the unknown underlying cause of one ormore Incidents. It will become a Known Errorwhen theroot causeis known and a temporarywork around or a
permanentalternative has been identified
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Service DeskIMPM (PC) (EC) - CM
User
Incident
DB
Problem
DB
Known Error
DB
Business Caseto FIX
Raise
RFC
ERROR CONTROL
PRO
BLEMCONTROL
Known Error
One or More Incidents with
Unknown Underlyingcause
Root CauseKnown and Temp or PermFix found
STOP
NO
YES
Change Management
RRS
Incident
PM
PM
PM
SD/IM
IM
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Activities
Problem Control
Error Control
Major Incident Support
Management Information
Major Problem Reviews
ProactiveProblem Prevention
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Proactive Activities
Trend Analysis Post-Change occurrence of particular Problems
Recurring Problems per type or per component
Training, documentation issues
Preventative Action Raising RFC to prevent occurrence/recurrence
Initiate education and training
Ensure adherence to procedures
Initiate process improvement
Provide feedbackto testing, training anddocumentation
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Benefits
Reduction in volume of Incidents
Improved IT service quality
Better first time fix rate at service desk
Permanent solutions
Improved organisation learning andawareness
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Exam Tips
Unknown Underlying cause
Root Cause with workaround
Error Control
Problem Control
PM
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Exam Question
What is the difference between a Problemand a Known Error?
A A Known Error is always the result of an
incident, a Problem is notB There is no real difference between aProblem and a Known Error
C In the case of a Known Error there is a fault
in the IT infrastructure, with a Problem thereis notDIn the case of a Known Error the underlying
cause of the Problem is known
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A company has received messages concerning errors in the dailybatch run which handles the ordering of raw materials for the
manufacturing process. This is probably due to an incorrect changein the software. The change involved extending the stock numberfield by two positions. This change was also introduced in a monthlyprogram that has not yet been run. The situation needs to becorrected very quickly to avoid affecting manufacturing. What is thebest possible solution to be adopted by Problem Management whenhandling the error?
A The errors are reported and because the underlying cause is known,handled by Change Management as a Request for Change with thestatus of urgent change
B The errors are reported as problems at the Service Desk andbecause manufacturing is involved, are directly introduced as
ChangesC The errors are reported as Incidents to the Service Desk and aftersome research they are identified as Known Errors, which can thenbe changed
D The errors are reported as Incidents and a Problem is identified. Afterthe cause of the error has been established and a temporaryworkaround found, it is labelled as a Known Error that can be
corrected by raising a Request for Change
Exam Question
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