PROBLEM MANAGEMENT MINDMAP

Work Around

Improved IT Service Quality

Terminology

Incident volume reduction

Proactive Problem Management

Benefits

Permanent solutions

temporary resolution
Removal of ccurrent/potential errors before they cause problems

Improved knowledge base

Better Service Desk first-time-fix rate

Identification and recording of Problems

Classification of Problems

Problem Control

Investigation and diagnosis of Problems

No defined Incident-Problem management Interface

Know errors not communicated to Incident Management
Management commitment lacking

Problem resolution and closure

Problems

Error Identification and recording

Lack of understanding of business impact of problems

Recording Error resolutions

Error Control

Raising RFCs

Activities
Logged Incidents against CIs
Known Error records
Workarounds

Close error and associated problems

In
Proactive Problem Management

Incident Management
Out

Targeting preventative action

What things were done right?

Problem Resolutions
Completion of Major Problem Reviews
Request to participate in post implementation review

Trend analysis

In

What things should we have done differently?

What lessons do we take away from solving this problem?

Change Management
RFCs
Notice of release

Out
In

minimise the total impact of problems on the organisation

Release Management

Report of any problems introduced by a release

CI information in CMDB

Objectives

Out

Problem Management

detect and repair of problems to prevent reoccurrence

proactively prevent incidents, problems & errors

In
Configuration Management

entry of Problem and Known Error Records

Security Policy

Out

Time to resolve problems

time/cost saved by reduction in problem related incidents

In

KPIs

Security Management
Notifiation and resolution of security problems and known errors
SLA

Out

Cost to fix problems

Ration reactive:proactive effort

Relationships

Number of problems per Service

In
Service Level Management

Report of problems and known errors by service

Resolutions for capacity-related problems and known errors

Out

Developing and maintaining Problem Control and Error Control

In

Assessing the efficiency and effectiveness of Problem Control and Error Control
Capacity Management

Report of capacity-related problems and known errors

Availability reports used to indicate current or future problems

Providing management information

Out

Problem Manager

Developing and improving Problem Control and Error Control systems

Availability Management
Report of availability related problems and known errors
ITSCM Plan awareness and training

Out

Analysing and evaluating the effectiveness of Proactive Problem Management

Roles

In

Identification of Problems
IT Service Continuity Management

Histrorical information for planning

Assistance with costing of proposed solutions via costing model

Investigation of Problems leading to the Known Errors

Out
Problem Management personnel

In
Financial Management

Reporting of time spent on resolving problems per service

Out

Managing Problem Management personnel

Obtaining the resources for the required activities

In

Monitoring the Process of eliminating Known Errors

Raise RFCs
Identify trends
Communicate Work arounds and quick fixes to Incident Management