ITIL V3 Application Support Q & A

Problem Management

Hi Bob,
Request your help in identifying what would be the components of Problem Management in V2.

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  1. Jishnu, the following are the Key Process Characteristics for Problem Management within ITIL V2. This should satisfy your request for the “components”. If not can you please be more specific.  Hope this is what you needed.   Bob

    PROBLEM MANAGEMENT ITIL V2 KPC’s (Key Process Characteristics)

    PM-1
    The Process should facilitate and encourage the identification and assessment of potential problems prior to the occurrence of a disruption

    PM-2
    The Process should require the registration of all problems and their resolution.

    PM-3
    The Process should ensure that there is management support for only Problem Management staff accepting support requests from authorized sources.

    PM-4
    The Process should require that all potential problems are classified in terms of category, urgency, priority, and impact, and then assigned for investigation.

    PM-5
    The Process should be responsible for the completeness of all problem records.

    PM-6
    The Process should require that all problems are “owned” and that each problem owner has adequate guidelines for identifying and recording the problem nature.

    PM-7
    The Process should require that a problem record for every problem that:

    • Documents the nature of the problem.
    • Reflects progress toward resolving the problem.
    • Is regularly reviewed by the problem owner.
    • Is updated on the resolution of the problem.

    PM-8
    The Process should provide reports that:

    • Show the results of proactive problem management.
    • Show activity associated with active problems.

    PM-9
    The Process should interact with the organization’s:

    • Configuration Management Process.
    • Availability Management Process.
    • Capacity Management Process.
    • Service Level Management Process.
    • IT Service Continuity Management Process.
    • Release Management Process.

    PM-10
    The Process should require the collection of customer satisfaction and the monitoring of trends associated with the customers’ perception of value.

    PM-11
    The Process should include procedures for the following:

    • Analyzing/escalating significant, recurring, and unresolved incidents
    • Identifying underlying problems
    • Problem closure
    • Tracking problem resolution
    • Monitoring the effectiveness of problem support areas

    PM-12
    The Process should interact with the organization’s:

    • Service Desk Function.
    • Incident Management Process.
    • Change Management Process.

    PM-13
    The Process should require that “Requests for Change” are based on problem analysis.

    PM-14
    The Process should ensure that activities (problem determination, problem analysis, problem resolution) and their scope are established and assigned.

    PM-15
    The Process should ensure its purpose and benefits have been disseminated within the organization.

    PM-16
    The Process should ensure that there is management commitment to support staff allocating sufficient time for structural problem solving activities.

    PM-17
    The Process should ensure the organization is committed to reducing the total number of problems and the number of incidents that interrupt the conduct of business.

    PM-18
    The Process should coordinate complex problem investigation across, for example, several technical areas.

    PM-19
    The Process should escalate problems with severe impact to the Change Advisory Board (CAB) to increase the priority of the Request for Change (RFC) or to implement an urgent change, as appropriate.

    PM-20
    The Process should ensure that proposed solutions to problems are reviewed and authorized by a third party.

    PM-21
    The Process should ensure the following quality control requirements are met:

    • Standards and other quality criteria are made explicit and applied.
    • Personnel responsible for activities are suitably trained.
    • Targets or objectives for the process are set and reviewed by the organization.
    • Suitable tools are available to support the Problem Management process.

    PM-22
    The Process should provide management with information concerning:

    • Analysis of problem records.
    • Recurring problems of a particular type or with an individual item.
    • The need for more customer training or better documentation.
    • Trends in problem distribution and potential “hot” spots.

    PM-23
    The Process should ensure that regular meetings are held with interested parties in which problem management matters are discussed.

    PM-24
    The Process should require that customer survey information is fed into the organization’s service improvement agenda.

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