Problem Management

The Problem Management deals with investigation and system improvements of root causes of incidents. Typically, a Problem Manager is an Infrastructure Team Leader (2nd a 3rd line support). The goal of Problem Management is to prevent incidents from happening and minimize the impact of incidents on the business. This could be done either reactively or proactively.

Various Problem models can be specified using the templates functionality to support consistent handling of frequently occuring situations.

Problem record recommended attributes

The following table presents the recommended set of attributes for managing workflow of problem management process entitites.

Attribute name	Attribute type	Mandatory for statuses
Impact	List of values
Urgency	List of values
Priority	List of values
Category	Hierarchical list of values	Known error
Symptoms	Multiline text	Known error
Diagnosis	Multiline text
Workaround	Multiline text	Known error
Root cause	Multiline text	Known error/Resolved
Resolution	Multiline text	Resolved
Problem closure category	List of values	Resolved
Problem clasification scheme	List of values

Problem record sample workflow

This is the default process sample which the customer can further edit according to his own needs.

Status	Description	Instructions for solver
New	Pending classifying problem.	Make sure that this is a Problem. If it is not the case, click on "Move to another service" to move the request to the correct service. Specify the solution priority. Then use "Assign to solver" to hand the request over to a specific solver for problem diagnostics.
Investigation and Diagnosis	Pending problem diagnostics.	Determine the problem cause. Analyze related Incidents. Suggest necessary measures and workarounds and record them. Create a related Change Request if necessary. Finally change the record status to "Known error".
Known error	The problem has documented root cause and workaround.	Attach any further Incidents to the problem. Once the problem has been resolved, click "Resolve" to resolve the record.
Resolution	The root cause resolution is being applied.
Resolved	The problem has been resolved.
Closed	The problem has been closed. No further actions are required.

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