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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).

Process specific 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

Default Process Sample

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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