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Problem Management Mindmap Overview

This document outlines a problem management mindmap. It includes activities like proactive problem management, identification and recording of problems, investigation and diagnosis, problem resolution and closure, trend analysis, and improved knowledge base. The objectives are to detect and repair problems to prevent reoccurrence, proactively prevent incidents and errors, and minimize the total impact of problems. Key relationships are shown between problem management and other IT service management processes like incident management, change management, and configuration management.

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martid58
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174 views1 page

Problem Management Mindmap Overview

This document outlines a problem management mindmap. It includes activities like proactive problem management, identification and recording of problems, investigation and diagnosis, problem resolution and closure, trend analysis, and improved knowledge base. The objectives are to detect and repair problems to prevent reoccurrence, proactively prevent incidents and errors, and minimize the total impact of problems. Key relationships are shown between problem management and other IT service management processes like incident management, change management, and configuration management.

Uploaded by

martid58
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

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

PROBLEM MANAGEMENT MINDMAP Objectives Activities Roles Benefits Problems KPIs Terminology Relationships Problem Management

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