ITIL Problem Management Process Flow
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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 isn’t 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.
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Problem Management Process Kit |
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Proactively Identify and Solve “Chinks in the Armor” Before Incidents OccurProblem Management exists to remove errors from the IT infrastructure that can lead to incidents. This process aims to improve IT Service quality by providing an approach to investigate and analyze the underlying cause of the incidents and errors that occur in any IT Infrastructure. The actions to achieve this include the analysis of incidents, problems and known errors. The process must review achievements based on customer expectations and take steps to improve or modify the process accordingly. The Problem Management Process Kit provides a wide variety of resources to boost your understanding and ability to implement Problem Management in your organization. Buy with confidenceAll contents of this collection are 100% guaranteed. See below for details. Here’s What You Will Receive in This Time-Saving Document CollectionThis innovative set of documents and ready-to-use templates will provide you with a head start for both learning and implementation of a well-managed IT services organization. It is tailor-fit for IT managers who need to move towards a services-oriented organization, but they don’t have the time or resources at hand to develop the required templates and structure for implementation. Some of the documents in this kit include:
The documents listed above correspond directly with IT Infrastructure Library (ITIL) processes. Clear instructions explaining the application of each template are provided within the corresponding documents. The Problem Management Process Kit is Yours Risk Free Today!The instant you purchase the collection, the fact sheets, presentations and tools listed above will be available to you through a simple download. You may use the documents for up to 30 days. If anytime during that period you decide it does not meet the needs of your company, just let us know and we will refund the purchase. |
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