ITIL Problem Management : The Error control activity consists of Error 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. 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. ANECDOTE – More on Incident Management The line between the function of the Service Desk and the Incident Management process is perhaps the area of greatest confusion for most people regarding ITIL. It is best explained by making the point again that the Service Desk is a function and that Incident Management typically lies inside that function. If an end user calls the Service Desk they are making contact with a functional part of the IT Service Delivery.
What takes place after the call is made and the end user is being looked after is part of the Incident Management process. Generally, most organisations have their Service Desk staff conducting Level 1 incident management support.
However, this is not a caveat and the decision is dependant on the selected skill level of staff and Service Desk structure selected. Level 2 and beyond Incident Management staff can be tightly integrated into the Service Desk area, or they may be recognisable as a separate group of staff. In a lot of organisations who have adopted ITIL, the concept of Level 3 support has given way to the Problem Management process. The objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, and at a cost-effective price. The definition of how “quickly” is “quickly”, should not be subject to interpretation.
The timeframes for Incident resolution should be defined in the Service Level Agreements (SLAs) that exist between the IT Department and the customer. The speed of resolution will affect the cost.
It is this cost-to-speed ratio that is often forgotten when a user faces problems.
Issues that are low priority during negotiations are “somehow” escalated to the status of requiring high levels of attention when the issue occurs.
Read more about ITIL Problem Management : The Error control activity consists of Error identification and recording….: