ITIL Problem Management Tool Guide

ITILProblemManagementToolGuide

GeraldM.GuglielmoITILProblemManager

CD‐doc‐3523

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Prepara?onWork

• Impact• Urgency• Opera?onalCategoriza?on(ifset)• ProductCategoriza?on• Notes• Summary

(16.2.2,16.2.3)Knowsomeofthebackground,atleastenoughtodescribetheProblem.CanbefromNotesandSummaryfieldsplusanyaddi?onalinforma?onfromemails,documents,etc.AlsocontactdepartmentheadsorgroupleadersofanyoneyouneedastechnicalexpertorforRootCauseAnalysisifneeded.

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Crea?ngaProblemRecord1

• NewProblem

(16.2.2)Crea?nganewproblem

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Crea?ngaProblemRecord2

• Fermilab• Compu?ngDivision• CD‐ProblemManagers• Notes• Summary

(16.2.2)RequesterCompany,RequesterOrganiza?on,RequesterGroupNameshouldallbeenteredfromthepulldownmenus

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Crea?ngaProblemRecord3

• WorkInfoType• Source• Summary• Details• Add(ifaYachments)

(16.2.2)Enteringbackgroundandpreliminaryinves?ga?oninforma?on.WorkInfoTypeandSourcefromthepulldownmenus.ForSource,Emailorotherappropriateselec?ondependingonhowbackgroundinforma?onwascollected.

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Crea?ngaProblemRecord4

• Browse(firstaYachment)• Browse(secondaYachmentifneeded)• Browse(thirdaYachmentifneeded)

(16.2.2)BrowsetothefilestoaYach.Notethatupto3filescanbeaYachedperWorkInfoupdate.ToaddmoreaYachments,separatethefilesintoaddi?onalWorkInfoupdates.

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Crea?ngaProblemRecord5

• Select(filetoaYach)• Open(toconfirm)

(16.2.2)BrowsethefilesystemforthefiletoaYach.Thisviewwillvarybasedonopera?ngsystem(OSXshown).

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Crea?ngaProblemRecord6

• Browse(secondaYachmentifneeded)• Browse(thirdaYachmentifneeded)• OK(toaYachtheselectedfilestoWorkInfoentry)

(16.2.2)SelectuptotwomorefilestoaYachandthenclickOKtoaddthemtotheWorkInfoentryinprogress.NotethatnofilesareactuallyaddedtotheProblemrecordun?ltheSavebuYonontheMainareaisclicked.

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Crea?ngaProblemRecord7

• RequestType(Incident)• Search

(16.2.3)Associa?ngIncident?cketswiththeProblem?cket.OntheRela?onshipstabselectIncidentforRequestTypefromthepulldown.ClickontheSearchbuYontoopentheSearchwindow.

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Crea?ngaProblemRecord8

• IncidentIDorSummaryorNotes• SelectIncidentsfromlist• Rela?onshipType(Inves?gates)• Relate

(16.2.3)EntersearchcriteriaineithertheIncidentIDfield(needfullIncidentIDstring)orastringintheSummaryorNotesfields.ClickonSearchtoretrievematches.ClickondisplayedIncidentfromlisttoselect,orShi`Clickasecond?metoselectarangeofIncidentstoassociate.SetRela?onshipTypetoInves?gatesfrompulldownandthenclickRelatetorelatetheIncident(s).

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Crea?ngaProblemRecord9

• Impact• Urgency• Organiza?onalCategoriza?on(Tier‐1,Tier‐2&Tier‐3)• ProductCategoriza?on(Tier‐1,Tier‐2&Tier‐3)• Save

(16.3.1,16.3.2)OntheMainAreaaddImpactandUrgencyfrompulldownmenusbasedontheIncident,usejudgmentifmul?pleIncidentswithdifferentseengs.OnClassifica?ontabfillintheOrganiza?onal(ifsetintheIncident)andtheProductCategoriza?ons.Tier‐1,Tier‐2andTier‐3asnecessaryfromthepulldownmenus.ClickSavetoplaceProbleminDra`status.

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Crea?ngaProblemRecord10

• NextStage–ReviewfromFlowbarmenu• ProblemManagerAssignee(yourname)

PlacingProbleminUnderReviewstatus.Sinceallrequiredinforma?onforthisstatushaspreviouslybeenentered,usingtheNextStagefromtheflowbarmenuandtheReviewfromthesub‐menutoadvancetheProblemrecord.NextundertheAssignmenttabsettheProblemManagerAssigneetoyourselffrompulldownmenuandclickSave.

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Crea?ngaProblemRecord11

• ProblemAssignmentProblemAssignedGroup• ProblemAssignmentProblemAssignee• ClickSave• NextStage‐Inves?ga?onfromFlowbarmenu

(16.4.1,16.4.2)Inves?gateProblem.ProblemAssignmentGroupandAssigneefrompulldownmenus.ClickSave.Advancetonextstage,UnderInves?ga?onbyusingtheFlowbarNextStagemenuandInves?ga?onsub‐menuitem.TheProbleminnowUnderInves?ga?on.

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Inves?ga?ngaProblem1

(16.4.1,16.4.2)Informa?ongatheredaspartoftheProblemInves?ga?onandDiagnosisshouldbeaddedtotheProblemRecordthroughtheWorkInfotab.Enteringthisinforma?onfollowsthesameprocessasenteringthepreliminaryandbackgroundinforma?ondidwhentheproblemrecordwasbeingcreated.WorkInfoTypeandSourceshouldbeselectedfrompulldownmenus.

• WorkInfoType• Source• Summary• Details• Add(ifaYachments)

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Inves?ga?ngaProblem2

(16.4.1,16.4.2)BrowsetothefilestoaYach.Notethatupto3filescanbeaYachedperWorkInfoupdate.ToaddmoreaYachments,separatethefilesintoaddi?onalWorkInfoupdates.

• Browse(firstaYachment)• Browse(secondaYachmentifneeded)• Browse(thirdaYachmentifneeded)

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Inves?ga?ngaProblem3

(16.4.1,16.4.2)BrowsethefilesystemforthefiletoaYach.Thisviewwillvarybasedonopera?ngsystem(OSXshown).

• Select(filetoaYach)• Open(toconfirm)

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Inves?ga?ngaProblem4

(16.4.1,16.4.2)SelectuptotwomorefilestoaYachandthenclickOKtoaddthemtotheWorkInfoentryinprogress.NotethatnofilesareactuallyaddedtotheProblemrecordun?ltheSavebuYonontheMainareaisclicked.

• Browse(secondaYachmentifneeded)• Browse(thirdaYachmentifneeded)• OK(toaYachtheselectedfilestoWorkInfoentry)

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Inves?ga?ngaProblem5

• ClickSave

(16.4.1,16.4.2)ClicktheSavebuYonontheMainareatoaddtheWorkInfoentry.

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CreateKnownErrorRecord1

• RequestType(KnownError)• Create

(16.5.1,16.5.2,16.5.3,16.5.4)Needtoiden?fyKnownErrorandifitdoesnotmatchanexis?ngKnownErrorthencreateone.OntheRela?onshiptabsetRequestTypetoKnownErrorfrompulldownmenu.ClickCreatetogenerateKnownErrorRecord.

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CreateKnownErrorRecord2

• Notes(shorterrordescrip?on)

(16.5.1,16.5.2,16.5.3,16.5.4)OnKnownErrorClassifica?ontabdescribetheerrorinthenotesfield(note128characterlimit).

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CreateKnownErrorRecord3

• Workaround(describeworkaround)• RootCause(highlevel)• Save

(16.5.1,16.5.2,16.5.3,16.5.4)OnKnownErrorResolu?ontabdescribetheworkaroundandselectthebesthighlevelmatchfortheRootCausefromthepulldownmenu.OntheKnownErrorMainareaclickSave.

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CreateKnownErrorRecord4

• RequestType(Incident)• Search

(16.5.4)AssociateIncidentswithKnownError.OntheRela?onshipstabsetRequestTypetoIncidentfrompulldownmenu.ClickSearch.

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CreateKnownErrorRecord5

(16.5.4)EntersearchcriteriaineithertheIncidentIDfield(needfullIncidentIDstring)orastringintheSummaryorNotesfields.ClickonSearchtoretrievematches.ClickondisplayedIncidentfromlisttoselect,orShi`Clickasecond?metoselectarangeofIncidentstoassociate.SetRela?onshipTypetoInves?gatesfrompulldownandthenclickRelatetorelatetheIncident(s).

• IncidentIDorSummaryorNotes• SelectIncidentsfromlist• Rela?onshipType(Resolves)• Relate

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ProblemRecordforKnownError1

(16.5.1,16.5.2,16.5.3,16.5.4)OnProblemResolu?ontabdescribetheworkaround,selectthebesthighlevelmatchfortheRootCausefromthepulldownmenu,andsetReproducibletoYesorNousingthepulldownmenu.

• Workaround(describeworkaround)• RootCause(highlevel)• Reproducible

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ProblemRecordforKnownError2

(16.5.1,16.5.2,16.5.3,16.5.4)UpdatetheWorkInfotoincludeinves?ga?onfindings,rootcause,andtextindica?ngknownerror.SetWorkInfoTypetoInves?ga?onFindingsfrompulldownmenu,andforSourcechoseanappropriatevaluefromthepulldownmenu.Providesubjecttypeinforma?oninSummary,anddetailedtextintheDetailsfield.ClickSave.

• WorkInfoType(Inves?ga?onFindings)• Source• Summary• Details• Save

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KnownErrorU?lizeWorkaround1

• Status(NoAc?onPlanned)• Save

(16.5.6)Ifaworkaroundistobeemployedinsteadofasolu?on,thentheKnownErrorcanhaveStatussettoNoAc?onPlannedfromthepulldownmenu.ClickSaveontheKnownErrorMainarea.

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ResolvingKnownError1

(16.6.1,16.6.2,16.6.3,16.6.4)Addtextdescribingtheresolu?onandsetthestatustoCorrected.IntheResolu?onfielddescribehowtheKnownErrorwasresolved.SettheStatustoCorrectedfromthepulldownmenu.ClickSave.

• Resolu?on• Status(Corrected)• Save

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ResolvingProblem1

(16.6.1,16.6.2,16.6.3,16.6.4)UpdatetheWorkInfotoincluderesolu?on,MajorProblemorPostImplementa?onReviewinforma?on.SetWorkInfoTypetoInves?ga?onFindingsfrompulldownmenu,andforSourcechoseanappropriatevaluefromthepulldownmenu.Providesubjecttypeinforma?oninSummary,anddetailedtextintheDetailsfield.ClickSave.

• WorkInfoType(Inves?ga?onFindings)• Source• Summary• Details• NextStage‐Resolu?on

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ResolvingProblem2

(16.6.1,16.6.2,16.6.3,16.6.4)ProblemResolu?onpageshouldbeinview.OntheRequiredInforma?ontabsettheStatustoKnownErrorfromthepulldownmenu.ClickSave.

• Status(KnownError)• Save

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ResolvingProblem3

(16.6.1,16.6.2,16.6.3,16.6.4)Onthepromptpageforcrea?nganaddi?onalKnownErrorclickNo.TheProblemnowhasaStatusofCompleted.PeriodicallygothroughandchangeStatustoClosedfromthepulldownmenuforProblemrecordslistedasCompleted.

• No

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ProblemManagementProcesses

.

16.7 Problem Management Continuous Improvement Process

16.1.1Analysis of

Incident and Problem Data

16.1.2Produce Trending

and Analysis Reports

16.1.3Determine if

Issues Should be Advanced

16.2.1ProblemDetection

16.2.2Problem Logging

16.2.3Associate Records

Pro

active

Sta

rt

Reactive Start

16.3.1Problem

Classification

16.3.2Problem

Prioritization

16.4.1Problem

Investigation

16.4.2

Problem Diagnosis

16.5.

16.5.1Identify Known

Error

16.5.2Create Known Error Record

16.5.4Associate Records

16.5,5Plan Resolution(s)

16.5,6Document

Workaround

16.5,7Document RFC(s)

No Known Error

Kn

ow

n E

rro

r fo

un

d

Utilize Workaround

RFC Required

Utiliz

eR

FC

No

RF

CR

eq

uire

d

ChangeManagement

16.5.3Identify

Workaround

16.6.1Resolution

16.6.2Major Problem

Review

16.6.3Update Problem

Record

16.6,4Close Problem

Record

16.6,5Management

Reporting

Fa

iled

Successful

END

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