Toni Tolvanen
2023-12-21T17:25:18Z

Process Overview: Problem Management

Summary

Problem management is a fundamental IT Service Management (ITSM) process aimed at minimizing the adverse impact of incidents and problems on the business that are caused by errors within the IT infrastructure and preventing the recurrence of incidents related to these errors.

Like Incident Management, Problem Management is essential for maintaining stability in IT environments, enabling proactive identification and resolution of underlying issues. A well-structured problem management process helps identify root causes, resolve them, and implement permanent solutions.

Problems are managed in the Efecte Service Management Tool using the Problem template. Each problem is linked to incidents and configuration items (CIs), allowing for a comprehensive analysis of the issue and its impact on the IT environment. The Problem Management process steps are managed by updating the status of the Problem datacard representing the issue.

Problem Types

Understanding and distinguishing different types of problems is crucial for effective service management. Each type is characterized by specific procedures and requirements, tailored to their respective levels of impact and complexity, ensuring a thorough and risk-managed approach to problem resolution.

Known Error

A problem that has been analyzed and for which a temporary workaround or a permanent solution has been identified.

Unknown Error

A problem that has been recognized but has not yet been analyzed or resolved.

Use Cases

1. Proactive analysis

1. Proactively analysis of trends and patterns related to incident management and, e.g., configuration management for identifying potential problems before incidents occur.

2. Problem Identification and Logging

1. A recurrent incident or a significant single incident indicates a potential underlying problem.

2. A problem record is created in the Efecte Service Management Tool, detailing the nature and scope of the problem.

3. Problem Investigation and Diagnosis

1. The Problem Manager or assigned team analyses the problem to identify its root cause.

2. Information from related incidents, CI data, and historical records aids the investigation.

4. Workaround Implementation and Problem Resolution

1. A workaround is provided to minimize the impact if a permanent solution cannot be immediately implemented.

2. Once a permanent solution is identified, it is recorded and implemented.

5. Problem Closure and Review

1. After resolving the problem, a review is conducted to ensure the solution's effectiveness and to learn from the experience.

2. The problem record is updated to reflect its resolution and its status is set to Resolved.

3. The related incidents will automatically be set as Resolved. Also, the resolution text from the problem datacard is copied to the related incidents.

Input Channels

Problem records (datacards) are always created manually in the Efecte Service Management Tool, e.g., by the Problem manager or another responsible person.

Process Timeline

Email Notifications

By default, no automatic email notifications are sent during the problem management process. However, customer communication is typically conducted manually with email and predefined email templates.

Terminology

Term | Explanation
Problem | An underlying cause of one or more incidents.
Known Error | A problem that has been analyzed and for which a solution has been identified.
Workaround | A temporary way to overcome difficulties
Root Cause Analysis (RCA) | The process used to identify the underlying cause of a problem.
Problem Record | A datacard containing the details of a problem and its management through the problem management process.

Prerequisites

Comprehensive Incident Management Integration

An effective Problem Management process is heavily reliant on robust Incident Management. The Incident Management process provides the initial data and insights about incidents that could indicate underlying problems. Therefore, having a well-structured Incident Management process that accurately captures and categorizes incidents is crucial for identifying patterns and trends that lead to effective problem identification.

Knowledge Base and Historical Data

Access to a detailed knowledge base and historical data is essential. This includes records of past incidents, problems, resolutions, and changes. This repository aids in understanding recurring issues, their root causes, and effective solutions that have been applied in the past. It serves as a valuable resource for Problem Management teams to diagnose and resolve problems more efficiently.

Skilled and Trained Personnel

Problem Management requires personnel with specific skills in root cause analysis, critical thinking, and technical expertise relevant to the IT infrastructure. Training for IT staff in these areas, along with familiarity with ITIL best practices, ensures that the team is well-equipped to handle the complexities of Problem Management.

Collaboration and Communication Mechanisms

Problem Management often requires coordinated efforts across various teams, including IT support, technical experts, and sometimes external vendors. Efficient collaboration and communication mechanisms are essential to facilitate information sharing, brainstorming sessions, and coordinated problem-solving efforts. This collaboration is also important for ensuring that resolutions are implemented effectively and that learnings are shared across the organization.

Benefits

Improved Stability

Reduces the likelihood and impact of incidents by addressing underlying issues.

Efficient Resolution

Facilitates faster resolution of incidents by understanding their root causes.

Preventive Action

Helps in taking proactive measures to prevent the occurrence of incidents.

Actors and Roles

Actor | Description | Roles in Efecte Service Management Tool (ESM)
Problem manager | Oversees the Problem Management process, ensuring effective handling of problems from detection to resolution. | Problem Management
IT Support Team members | Provide support in the investigation and resolution of problems. | Service Desk Agent

Best Practice for the Process

RCA Techniques

Employ various Root Cause Analysis techniques for a thorough investigation.

Knowledge Management Integration

Leverage historical data and knowledge articles to aid in problem resolution.

Continuous Improvement

Regularly review and update the Problem Management process based on lessons learned and the evolving IT environment.