ITIL Problem
Management process flow is a topic we often get questions
about.
There is no single
flow from start to finish because the Problem Management process has
both reactive and proactive aspects.
ITIL Problem
Management process flow - Problem
control
Reactive Problem
control is concerned with identifying the real underlying causes of
Incidents in order to prevent future recurrences. The three phases
involved in the (reactive) Problem control process
are:
- Problem
identification and recording
- Problem
classification - in terms of the impact on the business
- Problem
investigation and diagnosis.
When the root cause is
detected the error control process begins.
ITIL Problem
Management process flow - Error
control
The Error control
activity consists of:
- Error identification
and recording
- Error
assessment
- Recording the Error
resolution
- Closes Error and
associated problems
ITIL Problem
Management process flow But that isnt all
folks!
Now this is where
problem management differs from being a simple flow that is does
it achieve x yes now do this etc. Problem Management has a
Proactive side.
Problem prevention
ranges from prevention of individual Problems, such as repeated
difficulties with a particular feature of a system, through to
strategic decisions.
Problem prevention
also includes information being given to Customers that negates the
need to ask for assistance in the future. Analysis focuses on
providing recommendations on improvements for the Problem
solvers.
The main activities
within proactive Problem Management processes are trend analysis and
the targeting of preventive action. These are subjects in their own
right and would need to be covered separately in another
installment. Look forward to that!
ITIL Problem
Management process flow Major problem reviews
And finally we can
also use Major problem reviews to identify the
following:
- what was done right
- what was done wrong
- what could be done
better next time
- how to prevent the
Problem from happening again.
As you can see there
is now way that you can have a flow diagram that covers all
organizations, so from the roots of what the process goal is
construct your individual flow diagrams to conform to your
organizational needs.
