Problem Management complements Incident Management by:
Click on the image to zoom in, or download the printable version.
The major steps of the Problem Management process include:
A Problem is most often initiated in ITSM because an Incident(s) points to a larger concern where cause is unknown. A Problem record is created via an Incident record with initial relevant details brought forward. A Problem record can be individually created in ITSM, as well, when ITS Staff recognize a need to investigate based on their own proactive monitoring.
The Problem Coordinator reviews the Problem record and determines whether potential impact justifies further investigation. The decision to proceed may be based on factors including but not limited to:
The Problem Management process terminates here if a decision is made against further investigation.
The objective of this stage is to identify root cause.
Once root cause is identified, a Known Error record is generated from the original Problem record. An investigation into a potential fix takes place.
Note: A Known Error is not always the result of a specific Problem. A new implementation or upgrade may result in Known Error records not associated with a Problem record. These may be unresolved test issues or bugs not considered implementation show-stoppers and possibly correctable in the future.
If no corrective action is identified and taking no action is an acceptable solution, the Known Error and original Problem records can be closed; or they may remain in an open state until corrective action can be identified.
The Known Error record is closed. The final status must be either "Closed" or "No Action Planned." A reason must also be indicated.
Learn more about the process in the Problem Management Detailed Flow Description.
The Problem Management Process Manager is responsible for designing the Problem Management process and defining process metrics for the organization.
The ITS Problem Management Process manager is Greg Benn (firstname.lastname@example.org)