Process Details & Tool HighlightsApril 2011

Problem Management

• Terminology • Roles & Responsibilities • Tool Highlights• Lifecycle using Tool • Upcoming Training Events & Dates• Questions

Agenda

Terminology

• A Problem – is an unknown underlying cause of one or more incidents

• A Known Error – is a Problem that has a documented Root Cause

OR– when the cause of the problem is known

Roles & Responsibilities

• Process Manager – – Responsible for the overall Problem Management Lifecycle, including

Continual Process Improvement

• Problem Coordinator – – Ensure Problem records progress through the Problem process in a

timely and prioritized fashion– Ensures that the information entered in the problem investigations

and known errors are accurate and complete– Periodically reviews problem investigations for which no root cause

could not be found

• Problem Assignee –– Responsible for working the Problem & Known Error record in a timely

fashion

Problem

1. Identification and Classification2. Investigation and Diagnosis3. Resolution and Recovery4. Creation of Known Error (KE)5. KE Resolution and Closure6. Problem Closure

Key Points

A. When do you create a Problem Record?

B. When is a Known Error identified?

C. Knowledge SearchD. Tasks

Recording the Problem: From an Incident Record

1 2

Relationships Carried Forward…

1 2 3

4

5

Problem Review

Knowledge Search

Investigation: Working the Problem

Investigation: Work Info Entry

Investigation: Creating Tasks

Working the Task…

Problem Resolution

Known Error

Known Error

Problem Closure

1. When do you create a Problem Record?

2. When is a Known Error identified?

When you need to investigate the Root Cause

Identify a series of incidents with the same characteristics

You find a problem before an incident is reported (Proactive Problem Mgmt)

When the cause of the problem is known

When you discover a known defect or are supplied with known bugs/Testing Incidents (TI’s) from development teams or vendors

Review

Training Information: Backstage Calendar of Events Incident Process Presentation April 6 & 7 ITSM Online Learning & Job Aids Release: TODAY

• Problem Process Presentation: April 19 & 21

• Knowledge Process Presentation: April 26 & 28

• Change Process Presentation: May 2 & 4

• Support Group Admin Training: May 3 & 5

• ITSM Information Webinar: May 9 & 12

• ITSM User Labs: May 17 & 19

• ITSM Brown Bags: May 16 & 18

Training

― Jeff Neuman (jneuman@umich.edu)Problem Management Process Manager

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Questions