Manage Problems

Effective problem management requires the identification and classification of problems, root cause analysis and resolution of problems. The problem management process also includes the formulation of recommendations for improvement, maintenance of problem records and review of the status of corrective actions. An effective problem management process maximizes system availability, improves service levels, reduces costs, and improves customer convenience and satisfaction.

Identification and Classification of Problems

Implement processes to report and classify problems that have been identified as part of incident management. The steps involved in problem classification are similar to the steps in classifying incidents; they are to determine category, impact, urgency and priority. Categorize problems as appropriate into related groups or domains (e.g., hardware, software, support software). These groups may match the organizational responsibilities of the user and customer base, and should be the basis for allocating problems to support staff.

There are no PSGs published for this topic; however, the topic is under review for future PSGs

Problem Tracking and Resolution

Ensure that the problem management system provides for adequate audit trail facilities that allow tracking, analyzing and determining the root cause of all reported problems considering:

• All associated configuration items

• Outstanding problems and incidents

• Known and suspected errors

• Tracking of problem trends

Identify and initiate sustainable solutions addressing the root cause, raising change requests via the established change management process. Throughout the resolution process, problem management should obtain regular reports from change management on progress in resolving problems and errors. Problem management should monitor the continuing impact of problems and known errors on user services. In the event that this impact becomes severe, problem management should escalate the problem, perhaps referring it to an appropriate board to increase the priority of the (RFC or to implement an urgent change as appropriate. Monitor the progress of problem resolution against SLAs.

There are no PSGs published for this topic; however, the topic is under review for future PSGs

Problem Closure

Put in place a procedure to close problem records either after confirmation of successful elimination of the known error or after agreement with the business on how to alternatively handle the problem.

There are no PSGs published for this topic; however, the topic is under review for future PSGs

Integration of Configuration, Incident and Problem Management

Integrate the related processes of configuration, incident and problem management to ensure effective management of problems and enable improvements.