Value to business. Risks that may be encountered with Request Fulfilment include: Poorly defined scope, where people are unclear about exactly what the process is expected to

Scope

Problem Management

Risks

Risk s that may be encountered with Request Fulfilment include:

• Poorly defined scope, where people are unclear about exactly what the process is expected to handle
• Poorly designed or implemented user interfaces so that users have difficulty raising the requests that they need
• Badly designed or operated back-end fulfilment processes that are incapable of dealing with the volume or nature of the requests being made
• Inadequate monitoring capabilities so that accurate metric s cannot be gathered.

ITIL defines a ‘ problem ’ as the cause of one or more incident s.

4.4.1 Purpose/goal/objective

Problem Management is the process responsible for managing the lifecycle of all problems. The primary objective s of Problem Management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.

Problem Management includes the activities required to diagnose the root cause of incidents and to determine the resolution to those problem s. It is also responsible for ensuring that the resolution is implemented through the appropriate control procedure s, especially Change Management and Release Management.

Problem Management will also maintain information about problems and the appropriate workaround s and resolutions, so that the organization is able to reduce the number and impact of incidents over time. In this respect, Problem Management has a strong interface with Knowledge Management, and tools such as the Known Error Database will be used for both.

Although Incident and Problem Management are separate processes, they are closely related and will typically use the same tools, and may use similar categorization, impact and priority coding system s. This will ensure effective communication when dealing with related incidents and problems.

Problem Management works together with Incident Management and Change Management to ensure that IT service availability and quality are increased. When incidents are resolved, information about the resolution is recorded. Over time, this information is used to speed up the resolution time and identify permanent solutions, reducing the number and resolution time of incidents. This results in less downtime and less disruption to business critical systems.

Additional value is derived from the following:

• Higher availability of IT services
• Higher productivity of business and IT staff
• Reduced expenditure on workarounds or fixes that do not work
• Reduction in cost of effort in fire-fighting or resolving repeat incidents.

4.4.4 Policies/principles/basic concepts

There are some important concepts of Problem Management that must be taken into account from the outset. These include:

Дата добавления: 2014-12-23