What is Problem Management?
This is an ITIL process used to find the cause of one or more incidents.
- The ITIL definition of 'problem' = The unknown cause of one or more incidents
Problem Management needs to find temporary fixes (workarounds) to Incidents and the permanent solution to stop those incidents from re-occurring.
What does good look like?
- Problem Management helps Incident Management with temporary solutions to Incidents
- Permanent solutions are documented and sent formally to Change Management
Typical activities in ITIL Problem Management
- Detect problems
- Log problems
- Categorise problems
- Prioritise problems
- Problem diagnosis
- Workaround found? Inform Incident Management and document in the Known Error Database
- Permanent solution found? Send to Change Management in a Request for Change ticket
- Close problem
What are the 2 main types of Problem Management
- Proactive : Looking at historical Incidents and finding trends
- Reactive : Waiting for Incidents to occur before looking for causes
Video of ITIL Problem Management
Orientation workshop for your organisation
- Who is the Problem Manager? Several?
- Where is an overview of the current problems?
- How do we prioritise problems? Impact + urgency? + other factors?
- What questions do we ask to customers with problems, to get as much information as possible?
- How do we train on scenarios where problem solving is crucial for customers?
- What methods of problem solving are our customers, suppliers using?
- What methods are we using?
- How can we improve our methods?
- How does our Incident Management interface with Problem Management?
- What can be improved?
- How/Where am I involved in this area of work?
Simple as possible work description for a Problem Manager
- Keep Incident Management happy with workarounds for customers
- Have control over all problems (Backlog, In progress, Resolved)
- Train solving problems with users, customers and suppliers