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Problem Management Process

Problem Identification

detect, create a problem desciprtion...detection

Problem Categorization and Prioritization

Problem Investigation

Diagnosis and Resolution

Produce a workaround

Problem and Error Control

Problem Resolving

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Problem Closure

Create a problem

Logging problem

SimpleOne Incident Management supports the incident management process. The system can:

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Problem Management is the process responsible for managing the lifecycle of all problems. The general purpose is to prevent incidents and to minimize the influence of those that you cannot prevent by identifying the unknown root cause of incidents as Known Errors. 

Within SimpleOne, the Problem Management solution allows users to perform the following types of process activities:

• Identify and log problems.
• Prioritize and categorize
• log incidents;
• classify them by impact and urgency, categories CIs and services;.
• assign them Assign problems to appropriate persons or and groups;.
• Investigate and perform functional or hierarchical escalation if necessary;
• resolve incidents.

Here is a brief process description based on the state model.

Incident Management State Model

The states can be divided on the State Flow and Waiting statuses. The difference is that when the incident in the State Flow state (for example, In Progress), its SLA indicators are continuing to count down the time related to the incident processing. For example, it can be the time until the SLA breached (the Business Time Left indicator). But when the incident is moved to the Waiting status (for example, Information Needed), all SLA indicators related to the incident are stopping the countdown.

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• Produce workarounds to reduce problem affection and to keep system functionality running while searching for a resolution.
• Resolve and Close problems with the objects related to them.

Problem Identification and Categorization

When detecting an issue, it is necessary to log and describe all the aspects of a problem. Create a Problem record for proper issue identification, and to log all activities and works on a problem.

Categorize and prioritize a problem for a proper assessment of the impact on your system. These activities help to produce a sufficient resolution.

Problem Investigation

Use the Problem Management features to Investigate problems and objects related to them. Establish hierarchical and functional relationships with Incidents and Change Requests to identify the issue cause.

Produce a workaround

You can reduce or eliminate the impact of a problem that is impossible to resolve for any reason. Create a Known Error record to produce a workaround useful for the relevant problems and issues.

Problem Resolution

Initiate and produce the most appropriate Problem solution by the SimpleOne features. Create Change Requests and Problem Tasks that are necessary for problem resolution. 

Problem Closure

Verify completed problems to make sure that the issue has been eliminated and to Close the problems.

Problem Management States

Problem Management states allow users to monitor the problem processes, as well as control their investigation and resolution. Unlike Incidents, state values are available for every problem except the problems with the Closed state (it is impossible to reopen the closed problems). In other words, the Problem Management processes can be non-linear and require the ability to accept changes.

Only the incident caller has the right to close the incidents; this is the best ITSM practice. But in SimpleOne, this rule does not affect infrastructure incidents. The incidents of this type can be closed only by the responsible person after performing the tests.