Copyright The Art of Service

Improved IT Service Quality Incident volume reduction Permanent solutions Improved knowledge base Better Service Desk first-time-fix rate

Work Around

Terminology Benefits

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

Proactive Problem Management

Identification and recording of Problems Problem Control Classification of Problems Investigation and diagnosis of Problems Problem resolution and closure Error Identification and recording Error Control Recording Error resolutions Raising RFCs Close error and associated problems Proactive Problem Management Trend analysis Targeting preventative action What things were done right? Completion of Major Problem Reviews In What things should we have done differently? What lessons do we take away from solving this problem?

No defined Incident-Problem management Interface Know errors not communicated to Incident Management Management commitment lacking Lack of understanding of business impact of problems

Problems

Activities
Logged Incidents against CIs Known Error records Workarounds Problem Resolutions Request to participate in post implementation review RFCs Notice of release Report of any problems introduced by a release CI information in CMDB entry of Problem and Known Error Records Security Policy Notifiation and resolution of security problems and known errors SLA Report of problems and known errors by service Resolutions for capacity-related problems and known errors Report of capacity-related problems and known errors Availability reports used to indicate current or future problems Report of availability related problems and known errors ITSCM Plan awareness and training Histrorical information for planning Assistance with costing of proposed solutions via costing model Reporting of time spent on resolving problems per service Out In Incident Management

Out In Out In Out In Out In Out In Out In Out In Out In Out

Change Management

minimise the total impact of problems on the organisation Release Management

Objectives

detect and repair of problems to prevent reoccurrence proactively prevent incidents, problems & errors

Problem Management
Configuration Management

Time to resolve problems time/cost saved by reduction in problem related incidents Security Management

KPIs Relationships

Cost to fix problems Ration reactive:proactive effort Number of problems per Service

Service Level Management Developing and maintaining Problem Control and Error Control Assessing the efficiency and effectiveness of Problem Control and Error Control Capacity Management Problem Manager Availability Management Providing management information Managing Problem Management personnel Obtaining the resources for the required activities Developing and improving Problem Control and Error Control systems

Roles
IT Service Continuity Management Problem Management personnel Financial Management

Analysing and evaluating the effectiveness of Proactive Problem Management Identification of Problems Investigation of Problems leading to the Known Errors Monitoring the Process of eliminating Known Errors Raise RFCs Identify trends Communicate Work arounds and quick fixes to Incident Management