Process activities, methods and techniques

Problem Models

Many problems will be unique and will require handling in an individual way – but it is conceivable that some incidents may recur because of dormant or underlying problems (for example, where the cost of a permanent resolution will be high and a decision has been taken not to go ahead with an expensive solution – but to ‘live with’ the problem).

As well as creating a Known Error Record in the Known Error Database (see paragraph 4.4.5.7) to ensure quicker diagnosis, the creation of a Problem Model for handling such problems in the future may be helpful. This is very similar in concept to the idea of Incident Models already described in paragraph 4.2.4.2, but applied to problems as well as incidents.

Problem Management consists of two major processes:

• Reactive Problem Management, which is generally executed as part of Service Operation – and is therefore covered in this publication
• Proactive Problem Management which is initiated in Service Operation, but generally driven as part of Continual Service Improvement.

The reactive Problem Management process is shown in Figure 4.4. This is a simplified chart to show the normal process flow, but in reality some of the states may be iterative or variations may have to be made in order to handle particular situations.

Figure 4.4 Problem Management process flow

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