Problem management
The problem management (English. Problem Management ) is one of the processes for IT service management according to ITIL .
Problem management is used to investigate unknown causes for actual and potential incidents within the IT services, and to control the rectification. Unlike incident management , problem management is both reactive and proactive . A key goal here is 'permanent problem solving'.
Problem management analyzes possible or already occurred malfunctions and identifies problems that should be examined more closely. The causes are analyzed and measures to prevent or remedy them are developed. The result of this analysis is either a known error (i.e. the now known cause of a malfunction) or a workaround ( workaround ).
Workaround solutions developed in Problem Management can be made available to Incident Management in order to enable the affected IT services to be restored quickly in the future for identical faults.
Solutions for known problems (known errors) can be used as Change Request (Request for Change) to the change management to be forwarded.
In the context of software tests , a problem management specially designed for this task, also called error management , bug fixing, etc., is operated.
tasks
- Investigate the cause of malfunctions (problems)
- Fix problems permanently and develop workarounds
- Securing knowledge of known causes of problems
- Detect potential problems early on, before they occur
aims
- Reduction of the susceptibility to faults and sustainable increase in service quality
- Recognize relationships between disorders, find common causes
activities
- Problem Control
- Error Control (error handling)
- Proactive problem management
Use
- significant reduction of the occurring disturbances
- Improvement of the reliability of IT services
- permanent problem solving
- Lower quality costs