Problem management
Problem management is the process responsible for managing the lifecycle of all problems that happen or could happen in an IT service. The primary objectives of problem management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. ITIL defines a problem as the cause of one or more incidents.
Problem investigation and diagnosis
The result of an investigation for a problem will be a root cause diagnosis or a RCA report. The resolution should be the sum of the appropriate level of resources and skills used to find it. There are a number of useful problem solving techniques that can be used to help diagnosis and resolved problems.
| Causes | Percentage of total | Computation % |
|---|---|---|
| Network Controller | 35 | 0+35% = 35% |
| File corruption | 26 | 35% + 26% = 61% |
| Server OS | 6 | 61%+6% = 67% |
References
- The New Rational Manager - Describes KT Problem Solving and Decision Making (PSDM)
- Offord, Paul (2011). RPR: A Problem Diagnosis Method for IT Professionals. Essex, England: Advance Seven Limited. ISBN 978-1-4478-4443-3.
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