Meaning – include all data (could be technical in nature) which led to efficient problem resolution. Proactive Problem Management deals with identifying and solving Problems before any Incidents have occurred.
It has been adopted by individuals and organizations in public and private organizations as a protocol for aligning IT Services with the needs of the business. Problem category, usually selected from a category-tree according to the following example: (Note: Problem categories should be harmonized with Incident categories to support matching between Incidents and Problems), (Links to related Problem Records - if there are other outstanding Problems related to this one), (Links to related Incident Records - if outstanding Incidents exist, whose solution depends on the solution of this Problem), (Links to Known Errors and Workarounds - if Known Errors and Workarounds related to the Problem have been identified), (Links to RFCs/ Change Records associated with the solution of the Problem). Quite contrary to incidents (which must be resolved as quickly as possible), problems require significantly more time to be resolved.
The primary goal of Problem Management is to prevent incidents from occurring, and if incidents do occur, prevent them from occurring again. And, all relevant information is copied from the incident ticket (e.g., requestor, configuration item affected, description, etc.). the use of them could affect the availability and functionality of our services. The service desk technician should ensure that the initial classification details are accurate for future reference and reporting. ITIL processes interface with one another throughout the service delivery life cycle. Akin to the Problems they are assigned to, Tasks are typically characterized by properties like name, description, owner, priority, etc.
You can compare your processes, functions and activities with best practice that other colleagues are using – by implementing ITIL. If you are implementing ISO 20000 – then you have the requirement to implement the record and update the record (throughout the problem lifecycle). Priority, a function of the following components: (Note: Prioritization of Problems should follow the same rules as the prioritization of Incidents; for further information, refer to the checklist Incident Prioritization Guideline), (Relationships to Configuration Items (CIs)). and satisfying experience. Solving Problems may be handled by internal technical support team members or external suppliers or vendors. Category – the recommendation is (and experience has proven) that problem categories are the same as incident categories (because problems are usually opened on the basis of an incident, so you don’t need to re-categorize). For IT organizations evaluating Problem Management software and/or IT service management suites that offer Problem Management capabilities, the following features are important, if not critical, for effectively supporting key processes.
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