ITSM Wiki - ITIL® Problem Management

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Problem Management

Best Practice according to ITIL^® and ISO 20000

Problem Management in ITSM

solves as fast as possible (at least according to agreed service levels) all problems and monitors the effectivity of the implemented solution
prevents proactively the reoccurrence of incidents based upon underlying problems taking into account data of Incident Management and problem suspicions
minimizes the effects of incidents that can not be avoided.

Problem Management is in the classic lifecycle-view part of Service Operation.

In ITIL^® 4 Problem Management is part of Service Management Practices - Problem Management Practice

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Processes of Problem Management in detail

Process in the ITSM Process Library		Expected process result

Problem Registration		Registration, documentation and categorization respective prioritizing of problems and triggering of the problem resolution
Problem Resolution		Detection and elimination of the causes for the problem, as far as necessary provision of workarounds
Problem Tracking and Closure		Monitoring of the problem solution and documentation of causes and corrective actions and formal closing
Review of Major Problems		Analysis of Major Problems and definition of preventive activities against reocurrence of Major Problems
Problem Reporting		Reporting and provision of information about the problem occurrences

Problem Management Practice in ITIL^®4

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Main information flows and interfaces of Problem Management

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(Documents within information flows only visible in our reading access to the ITSM Process Library)

Responsible roles

Problem Manager

Performance indicators

KPIs of Problem Management

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