FOR RE EFERENCE ONLY INTERNATIONAL ISLAMIC _ | VERSION NO 203 UNIVERSITY MALAYSIA z REVISION NO a) MANAGEMENT OF IT PROBLEM __ | EFFECTIVE DATE; 02/01/2014 DOCUMENT NO. : HUM/TD/CP/03 PAGES + Page 1 of § MANAGEMENT OF IT PROBLEM Prepared by: Approved by: q Signature MW oat Signature: Yor ‘Name + Muhammad Hairulnizam ‘Name : Prof, Dr Mohd Adam Suhaimi Hassan, Position : Network Engineer : Director Information Technology Information Technology Division. Division Date + 02/01/2014 Date + 02/01/2014 CONTROLLED COPY NO. :FOR REFERENCE ONLY INTERNATIONAL ISLAMIC | VERSION NO 28 UNIVERSITY MALAYSIA fo oH ae EE REVISION NO a) MANAGEMENT OF IT PROBLEM __[BFFECTIVEDATE + 02/01/2014 DOCUMENT NO, ; HUMATD/CP/03 PAGES + Page 2 of 5 1. OBJECTIVE The purpose of this procedure is to define the management of IT problems within the service delivery environment to minimize the impact of problems affecting the availability and services of the service delivery environment, whilst minimizing the expenditure of resource and maintaining the highest level of customer satisfaction. 2. SCOPE ‘This procedure covers the management of IT problems within the Information Technology Division environment. 3. REFERENCE 3.1 Infrastructure Library Resources 3.2 COBIT 4.1 4, DEFINITION / ABBREVIATION 4.1. Change Manager + Represent the authority to process the request for change from receipt of request until the request is closed. 42 Configuration Item Details of hardware, software and documentation Records supporting the production environment. 43. Known ErrorRecords : Records containing the details of the Known Error, which includes the status, root cause, workaround and other relevant data, 44° Problem : The underlying cause of one or more incidents. The cause is not usually known at the time the problem record is created and the problem management process is, responsible for further investigation and determining the root cause which is documented and may be used by change management and incident management. 4.5 Problem Manager + Represent the authority to manage receipt of IT problem, ho-elassification-investigationrrevision-and-elosing-of- IT problems. 4.6 Technical Support: The technical person responsible for performing the technical activities related to the IT problem.FOR REFERENCE ONLY INTERNATIONAL ISLAMIC | VERSION NO- 2 08 UNIVERSITY MALAYSIA REVISION NO 2 00 MANAGEMENT OF IT PROBLEM EFFECTIVE DATE + 02/01/2014 DOCUMENT NO. : HUMATD/CP/03 PAGES 2 Page 3 of 5 5, RESPONSIBILITY AND DETAILED PROCEDURE RESPONSIBILITY DETAILED PROCEDURE, Problem Manager Problem Detection Problem detection is produced through: Analyse service desk data to obtain potential problems Problem Manager Problem logging ‘All the relevant details of the problem must be recorded so that a full historic record exists. This must be date and time stamped to allow suitable control and escalation. ‘A cross-reference must be made to the incident(s) which initiated the Problem Record ~ and all relevant details must be copied from the Incident Record(s) to the Problem Record. The Problem records include: a Service details w Equipment details 1 Date/time initially logged » Priority and categorization details Incident description a Details of all diagnostic or attempted recovery actions taken. Problem Manager ————_}_—________ sre-set;-the.priority.can-be-dorived.using.the.prescriptive.table_———_ Problem classification: ‘After inciclent data has been collected for analysis, and a problem record hes been recorded, it must be properly classified according to the category. Following a similar coding system for the categorization of incidents, Problem Management classifies the types of problems to assist with proper reporting and assignment of ownership of the problem record, Problem category identifies the problem area, for example, hardware or software, otc. Prioritization : Problems must be prioritized in the same way and for the same reasons as incidents — but the frequency and impact of related incidents must also be taken into account. Before a problem priority can be set, the severity and impact need to be assessed. Once the severity and impact Low Tssue prevents the user from performing minor portion of their duties. Medium [Issue prevents the us “feom performing critical time sensitive functions.FOR REFERENCE ONLY INTERNATIONAL ISLAMIC _ | VERSION NO 203 UNIVERSITY MALAYSIA fo eee REVISION NO + 00 | MANAGEMENT OF IT PROBLEM EFFECTIVE DATE: 02/01/2014 DOCUMENT NO. : HUMATD/CP/03 PAGES + Page 4 of 5 High Service or major portion of a service is unavailable ‘Technical Expert Problem Investigation and Diagnosis ‘An investigation should be conducted to try to diagnose the root cause of the problem ~ the speed and nature of this investigation will vary depending upon the priority. Director, ITD Managenient Approval After the problem has been classified, prioritized investigate and diagnosed, cither available workaround, know error or even change request is proposed. This proposal will be presented for Management approval, Teohnical Expert. “Technical Support Workarounds Seed In some cases it may be possible to find a workaround to the incidents caused by the problem —a temporary way of overcoming the difficulties. In cases where a workaround is found, it is important that the problem record remains open, and details of the workaround are always documented within the Problem Record. Known Error Record : As soon as the diagnosis has progressed enough to know what the problem is even though the cause may not yet be identified, a Known Error Record must be raised and placed in the Known Error Database ~ so that if further incidents arise, they can be identified and related to the problem record. Problem resolut ‘As soon as a solution has been found and sufficiently tested, it should be fully documented and prepared for implementation. Change Manager Change Management Changes to production to implement the solution need to be scheduled and approved through the Change Management process. Problem Manager Update Known Error Record The status of any related Known Error Record should be updated to shown that the resolution has been applied. | Problem Manager| Communication To.relevant.stakeholder. $< The relevant stakeholder will be notified on whether the problem has been solved or the proposed problem resolution has been rejected by theFOR REFERENCE ONLY VERSION NO INTERNATIONAL ISLAMIC + 03 ‘UNIVERSITY MALAYSIA. REVISION NO 2 00 MANAGEMENT OF IT PROBLEM EFFECTIVE DATE : 02/01/2014 DOCUMENT NO. : IUMATD/CP/03 PAGES + Page 5 of 5 Problem Closed When any change has been the resolution has been appl closed Problem Manager completed (and successfully reviewed), and lied, the Problem Record should be formally 6. QUALITY RECORD no] quauiryrecorns | Location | BETENTION | pesponstniL.iTy Configuration Trem TD Filing Noretention | Change 1. | Records Cabinet/Online Manager/Authorized Repositor change personnel 2 [FAQ (Frequently Asked [ITD Filing No retention | Service Desk Question) CebinevOnline Manager/Authorized Repository service desk personnel 3 | I Problem Record TTD Filing 3 Years Problem Cabinet/Online Manager/Authorized Repository problem personnel @ [Known Error Database | ITD Filing Noreiention | Service Desk Cabine¥/Online Managet/Authorized Repository service desk personnel 3 | Service Desk System | Online ‘Ailaccessible | Service Desk online _| Manager & | Technical Manual TED Filing No retention | Head of CabinevOnline Departments Repository eH 7. FLOW CHART : AS PER ATTACHEDResponsibility Problem Bianager Problem Manager Problem Manager Teta expert Teehriea support Technical expert, owed. 00 Techical exper Technical support Change Manager Problem Manager Problem Manager Problem Manager | ti Problem Detection Eee Problem logging CeEEEEEaEEaP-CeEEE assy and porte Probern eee SEEEEEEEEEE eee Presant i management meeting fr approval meceaaehsinse + ves ~—! oe ves fecine Daie: 02101772014 Documents/Records to be referred Complaints Record Service Desk system ‘Work instruction on ‘Managog IT Problem IT Problem Record Ir Problem Record Ineidont Record Work instruction on Managiog IT Problem TT Problem Recommendation List own Etor Records IT Problem record ‘Problem Record Known Error Records Procedure on Management off Change Kaown Error Records IT Problem Record 1 Problem Reeord ‘Work nstructon an Meneaing Problem problem Record UAT ef Workaround UAT of Change Activites