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Process Details & Tool HighlightsApril 2011
Problem Management
• Terminology • Roles & Responsibilities • Tool Highlights• Lifecycle using Tool • Upcoming Training Events & Dates• Questions
Agenda
Terminology
• A Problem – is an unknown underlying cause of one or more incidents
• A Known Error – is a Problem that has a documented Root Cause
OR– when the cause of the problem is known
Roles & Responsibilities
• Process Manager – – Responsible for the overall Problem Management Lifecycle, including
Continual Process Improvement
• Problem Coordinator – – Ensure Problem records progress through the Problem process in a
timely and prioritized fashion– Ensures that the information entered in the problem investigations
and known errors are accurate and complete– Periodically reviews problem investigations for which no root cause
could not be found
• Problem Assignee –– Responsible for working the Problem & Known Error record in a timely
fashion
Problem
1. Identification and Classification2. Investigation and Diagnosis3. Resolution and Recovery4. Creation of Known Error (KE)5. KE Resolution and Closure6. Problem Closure
Key Points
A. When do you create a Problem Record?
B. When is a Known Error identified?
C. Knowledge SearchD. Tasks
Recording the Problem: From an Incident Record
1 2
Relationships Carried Forward…
1 2 3
4
5
Problem Review
Knowledge Search
Investigation: Working the Problem
Investigation: Work Info Entry
Investigation: Creating Tasks
Working the Task…
Problem Resolution
Known Error
Known Error
Problem Closure
1. When do you create a Problem Record?
2. When is a Known Error identified?
When you need to investigate the Root Cause
Identify a series of incidents with the same characteristics
You find a problem before an incident is reported (Proactive Problem Mgmt)
When the cause of the problem is known
When you discover a known defect or are supplied with known bugs/Testing Incidents (TI’s) from development teams or vendors
Review
Training Information: Backstage Calendar of Events Incident Process Presentation April 6 & 7 ITSM Online Learning & Job Aids Release: TODAY
• Problem Process Presentation: April 19 & 21
• Knowledge Process Presentation: April 26 & 28
• Change Process Presentation: May 2 & 4
• Support Group Admin Training: May 3 & 5
• ITSM Information Webinar: May 9 & 12
• ITSM User Labs: May 17 & 19
• ITSM Brown Bags: May 16 & 18
Training
― Jeff Neuman ([email protected])Problem Management Process Manager
– Anonymous feedback form: https://backstage.itcs.umich.edu/process-implementation/
• Feedback page results: https://collaborate.adsroot.itcs.umich.edu/mais/group/itsServiceManagement/itsProcessImplementation/Lists/Feedback/AllItems.aspx
• ITS Backstage page: https://backstage.its.umich.edu/transition/rationalization/service-management/
Questions