The inputs to problem management come from incident management process through incidents.
SapphireIMS supports ITIL Problem Management processes by first recording of a problem, including all relevant information that is available when the problem occurs. This is the introduction of the problem into the management system.
Then the collection, analysis, and correlation of data happens to determine and isolate the cause of the problem. Once the root cause is known, it is assessed and if required a third party is involved in the process. At this stage a request for change can be submitted in 'Change Management' if problem solving requires to bring a change in the system.
The following diagram illustrates the problem management process implemented in SapphireIMS as template.
Refer to the above flowchart
|
New |
A problem request is submitted either from incidents or through other ITIL processes |
|
Assign |
The problem request is assigned to a Problem Support Engineer |
|
Classify |
The Problem Support Engineer classifies by analyzing the impact and urgency |
|
Diagnose |
Further investigation and diagnosis is done to identify the error, workarounds if any and update to the Known Error database accordingly |
|
RCA Submitted |
Problem Support Engineer diagnoses and submits an RCA to look deeper into the problems and find out why they are happening |
|
Error Control |
Error Control Process records the errors, performs assessment to find resolution. If necessary, an RFC is raised with Change Management process. The error is finally resolved when RFC is successfully implemented |
|
Resolve |
Problem Support Engineer resolves and sends it for a major problem review |
|
Major Problem Review |
Problem Support Engineer perform a major problem review to prevent the problem from happening again |
|
Close |
Problem Support Engineer closes the problem when error is closed. In some cases, the problem is closed if diagnosis reveals that it is not an error but a procedural issue |
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