Problem Management

The goal of Problem Management is to:

• minimise the adverse impact of incidents and problems on the business that are caused by errors within the IT Infrastructure
• prevent recurrence of incidents related to these errors.

The Objectives of Problem Management

• Resolve incidents quickly
• Minimise adverse impact on business operations
• Improve the ownership, tracking and escalation of incidents
• Enable useful measurement of the process

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

A Known Error is a problem for which the cause is known and for which a work around is provided.

The Key Components of Problem Management

Problem Control

Identify the root cause of incidents, and provide the Help Desk with information and advice on work arounds as soon as possible.

Error Control

Work on Known Errors until they are eliminated by the successful implementation of a change under the control of the Change Management process

Relationship With Other Processes

 

 

Draft Process Specification for ITS Problem Management

This process specification is being developed in consultation with a cross section of ITS staff. If you have any concerns or suggestions, please contact David Stoward, 38392, who is coordinating the design of the new processes, or a member of the reference group: Andrew Naismith, Vanessa Burzacott, Vu Luc, Rob Lee, Ian Willis, Brenton Ranger, Jason Cook, Damien Poirier, Steven Courtney, and Tony Cockington.