1           Scope

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.

2           Objective

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           Contents

3.1   Relations with other processes

Input Process Output
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

3.2          Start

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

Description Who
19.2.1 Start
19.2.2 Identify possible problem & known errorPossible problems and known errors can be identified by:

  • Analyzing Incidents as they occur
  • Analyzing Incidents over different time periods (use Problem Report for input)
  • Analyzing the ICT infrastructure
  • Info from developers and vendors

After identification the possible problem or known error will be routed to the Problem Manager.

ICT personnel
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:

  • Likeliness to occur again
  • Usefulness for the service desk
Problem Manager
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:

  • Impact on business
  • Likeliness to occur again
Problem Manager
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:

  • Estimated effort to resolve problem versus gain from solution
  • Technical possibility.
  • Impact on rest of the ICT infrastructure (Check with Change Manager)
Problem Manager

 

3.4          End

The procedure ends with a Known Error.

4.          Procedure Error Control

4.1 Start

The procedure starts with a Known Error.

4.2 Activities and decisions

Description Who
19.3.1 Start
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:

  • Estimated effort to implement solution versus gain from solution
  • Technical possibility.
  • Impact on rest of the ICT infrastructure
Problem Manager
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

4.3 End

The procedure ends with a closed and communicated Problem.

5           Records

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.

6           Attachments

None

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

 

8           Abbreviations

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