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Problem Management
Problem Management -
Problem Management aims to manage the lifecycle of all problems to identify the underlying
root cause of one or more incidents and initiate the most appropriate and economical problem
solution.
Objective: Problem Management aims to manage the lifecycle of all Problems. The primary
objective of this process is to prevent Incidents from happening, and to minimize the impact of
incidents that cannot be prevented.
1. Seamless service offering and availability.
2. Improvement in the quality of service.
3. Reduce Problem resolution time.
4. Increase efficiency & productivity.
5. Provides better customer satisfaction.
6. Reduces cost and resources optimization
Problem Identification: After a Major incident is resolved, a problem record will be created.
Problem Categorization and Prioritization: To record and prioritize the Problem with
appropriate diligence, to facilitate a swift and effective resolution.
Problem Diagnosis and Resolution: To identify the underlying root cause of a Problem and
initiate the most appropriate and economical Problem solution. If possible, a temporary
Workaround is supplied.
Problem and Error Control: To constantly monitor outstanding Problems with regards to their
processing status, so that where necessary corrective measures may be introduced.
Problem Closure and Evaluation: To ensure that - after a successful Problem solution - the
Problem Record contains a full historical description, and that related Known Error Records
are updated.
Definitions
Problem: Underlying cause of one or more Incidents.
Problem Management Report: A report supplying Problem-related information to the other
Service Management processes.
Problem Record: The Problem Record contains all details of a Problem, documenting the
history of the Problem from detection to closure.
Known Error: A Known Error is a problem that has a documented root cause and a
Workaround. Known Errors are managed throughout their lifecycle by the Problem
Management process. The details of each Known Error are recorded in a Known Error Record
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stored in the Known Error Database (KEDB).
Known Error Database (KEDB): The Known Error Database (KEDB) is created by Problem
Management and used by Incident and Problem Management to manage all Known Error
Records.
Mathematical Formula:
KEDB = Problem Description + RCA + Permanent Solution
Problem Management Lifecyle
1. Detection - Logging (Creating a problem ticket)- Categorization, Prioritization
2. Validation - to check if is duplicate
3. Root cause of the issue (RCA - Root Cause Analysis with the help of PO)
4. Create Problem Task – RCA & Action with due date.
5. Solutions: Preventive Action and Corrective Action (CAPA) - after implementation
6. Closure of all problem task with evidence.
7. Prepare communication for the Management.
8. Closure of Problem ticket
Different techniques used by the Problem Management to analyze the Root Cause -
1. 5 why technique
2. Fishbone diagram or analysis.
3. Brain storming technique.
4. 6 M method.
The Fishbone Diagram is a structured brainstorming tool
Breaks the problem down into categories and assists in action item creation
Fishbone technique should address known and potential causes
6M Categories in use are:
• Method – Processes, Policies, Procedures
• Machine – Software, Code, Hardware, Technology
• Manpower – Who was involved, Skill levels, Staffing levels
• Materials – Documentation, Equipment
• Measurement – Monitoring, Logging, Data
• Mother Nature (Environment) – Conditions, Locations, Time
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