PROBLEM RESOLUTION PROCESS Page 1 of 23 6-PANEL Problem Resolution Process TRAINING MANUAL.
Problem Management Training - Welcome to Oklahoma's …€¦ · PPT file · Web view ·...
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ITIL Problem Problem Management Management ISD Division Office of State Fina
Transcript of Problem Management Training - Welcome to Oklahoma's …€¦ · PPT file · Web view ·...
ITIL
Problem Problem Management Management
ISD Division
Office of State Finance
Office of State Finance
Contents
Roles
Process
Policy
Purpose of Problem Management
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ContentsOffice of State Finance
Purpose of Problem Management
Office of State Finance
ITIL Training
Terms (Service Operations)
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Something is broken or about to break.
Repair as quickly as possible.
Open incidents are measured against SLAs.
Incident Incident 2
Underlying “root-cause.”
Remains open until underlying issue is
resolved.
Open Problems are not measured against SLAs.
Creates “work-arounds.”
ProblemProblem3
Routine pleas for help – but nothing is broken.
These include items like “can you tell me Joe
Blow’s phone number”, “can you unlock my
account”, and “will you reset my password.”
Service Service RequestRequest
Problem Guidelines
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Office of State Finance
Problem Prioritization
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Office of State Finance
Problems use the same prioritization as incidents. To prioritize, the impact and severity must be assessed.
Office of State Finance
Contents
Roles
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Roles
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Office of State Finance
OSF ISD Service Desk Ensure that all problems received by the Service
Desk are recorded in CRM Delegates responsibility by assigning problems to the
appropriate provider group for resolution based upon the categorization rules
Performs post-resolution customer review to ensure that all work services are functioning properly
Quality Assurance Owns all reported problems Prepare reports showing statistics of problems
resolved / unresolved
Roles
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Office of State Finance
Service Provider Group Composed of technical and functional staff involved in
supporting services Perform root cause analysis of the problem and
develop potential solutions Test potential solutions and develop implementation
plan Problem Reporter
Anyone within OSF / ISD can request a problem case to be opened.
The typical sources for problems are the Service Desk, Service Provider Groups, and proactive problem management through Quality Assurance.
Office of State Finance
Contents
Process
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Process Flow
Process Flow - Identification
Anyone within OSF / ISD can request that a problem case be opened.
All initial information relative to problem will be logged, especially related incidents.
Before continuing the Service Desk will verify the related service having the issue and correlate it with an existing service and SLA.
After problem verification, the Service Desk will attempt to establish incident severity and impact which define priority.
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Process Flow – Analyze & Resolve
Primary root cause analysis will be performed by the Service Provider Group.
As soon as the problem is clearly documented with identifying symptoms, a known error record will created within CRM so that if additional incidents occur, they can be tied to the existing problem.
Once the solution is determined, it should be implemented following the Change Management Process.
Once the solution is implemented and verified, the problem case may be closed.
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Contents
Policy
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Problem Policy
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Office of State Finance
