Problem Management describes all of the actions of the Problem Manager of the ICT-department of Company and of all operations and proceedings arising from these activities and all of the persons he has assigned to perform in relation to these actions in order to prevent downtime of services in the IT-infrastructure of Company Headquarters.
This procedure is valid for the whole Company ICT organization and applies from the moment of the analyzing Incidents until the moment the Problem is closed.
The purpose of this work instruction is to guarantee in conformity by performing the various procedures of Problem Management. By making the procedures accessible for anyone involved in the Problem Management Process by means of this document as few or as short disturbances of services can be achieved.
3.1 Relations with other processes
|Info about Problems & Known errors||Availability management||Info about availability of CI’s|
|RFC’s||Change management||Known errors,Feedback on status|
|Info about Problems & Known errors||Configuration management||CMDB|
|Info about Problems & Known errors||Incident management||Info about Incidents, Known errors, Workarounds|
|Info about Problems & Known errors||Release management||Known errors,Status software releases|
|Management reports||Service Level management||Steering|
Output column: Information that the process delivers to Problem management.
Input column: Information that the process gets from Problem management
The procedure starts with analyzing incidents and the ICT infrastructure in general. Most ICT personnel will encounter possible problems during their daily work. The Problem Manager actively searches for possible problems by analyzing incidents over different time periods.
3.3 Activities and decisions
|19.2.2||Identify possible problem & known errorPossible problems and known errors can be identified by:
After identification the possible problem or known error will be routed to the Problem Manager.
|19.2.3||Need to put in KDB?The Problem Manager will receive the possible problem or known error. He will then decide if it needs to be put in the KDB. The criteria on which this decision will be based are:
|19.2.4||Put in KDB & communicatePut the possible problem or known error in the KDB and inform the people involved.||Problem Member|
|19.2.5||Is it a problem?The Problem Manager will decide if it is a problem. The criteria on which this decision will be based are:
|19.2.6||Register & communicateRegister problem and inform the people involved.||Problem Member|
|19.2.7||Classify, plan & assignClassify problem according to problem priority plan XXX. Assign the problem to a research team and plan the progress.||Problem Manager|
|19.2.8||Research & diagnoseThe research-team performs research and diagnose to get to the root cause of the problem.||Problem Member|
|19.2.9||Need to resolve?The Problem Manager will decide if the problem needs to be resolved. The criteria on which this decision will be based are:
The procedure ends with a Known Error.
4. Procedure Error Control
The procedure starts with a Known Error.
4.2 Activities and decisions
|19.3.2||Research for solutionsResearch will be done to come up with possible solutions to correct or minimize the impact of the Known Error.||Problem Member|
|19.3.3||Need to implement solution?The problem manager will decide if the solution needs to be implemented. The criteria on which this decision will be based are:
|19.3.4||Choose solution and file RFCA preferred solution will be chosen and an RFC will be given to the Change Management process. Change Management is responsible for the RFC. The Problem record will stay open because Problem Management remains responsible for the Problem.||Problem Member|
|19.3.5||Change accepted & executed?The RFC is returned from the Change Management process. Within the Change Management process the RFC has been approved and executed or denied and not executed. If the RFC has been executed the Change Management process guaranties is has been executed correctly.||Problem Manager|
|19.3.6||All related incidents resolved?The Problem Member will check if all related incidents have been solved.||Problem Member|
|19.3.7||Update KDBThe Problem Member will update the KDB.||Problem Member|
|19.3.8||Close & communicateClose problem and inform the people involved.||Problem Member|
The procedure ends with a closed and communicated Problem.
This document is in IMS, under IMS Document control. It will be reviewed by the Problem Manager each year.This document will be archived in the ICT department part on a Network share, endlessly, the Service Level Manager being the responsible person in this aspect.
Documents which arise during processing are the responsibility of the Problem Manager. He will archive all documents in the ICT department part on a Network share, endlessly.
7 Related Quality documents
|Availability Management Process|
|Availability Management Work instructions|
|Change Management Process|
|Change Management Work instructions|
|Change Management Projects Process|
|Change Management Projects Work instructions|
|Configuration Management Process|
|Configuration Management Work instruction|
|Release Management Process|
|Release Management Work instructions|
A.H.D./U.S.D. = Advanced Help Desk/Unicenter Servicedesk (Helpdesk Administration Tool)
Ch. M. = Change Management
C.I. = Configuration Item
C.M.D.B. = Configuration Management Database
C.S.D./U.S.D. = Customer ServiceDesk/Unicenter Servicedesk (Helpdesk Administration Tool)
I.C.T. = Information and Communication Technology
I.C.T.-infrastructure = The whole of hardware, software, data-communication facilities and the appropriate procedures and documentation to make service delivery possible.
I.M.S. = Information Management System (Assembleons own Intranet Database)
I.T.I.L. = Information Technology Infrastructure Library
K.D.B. = Knowledge DataBase
P.D.B. = Problem Data Base (Known Problems)
P.M. = Problem Management (or Manager)
R.F.C. = Request For Change
S.L.A. = Service Level Agreement
S.M. = Service Manager
U.S.D. = Unicenter Servicedesk (Helpdesk Administration Tool)
W.I. = Work Instruction