Problem Management is the process responsible for managing the lifecycle of problems. The general purpose of Problem Management is to prevent incidents and to minimize the influence of those that you cannot prevent by identifying the unknown root cause of incidents and classifying them 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 them by impact and urgency, CIs and services.
Assign problems to appropriate persons and groups.
Investigate and perform functional or hierarchical escalation if necessary.
Create workarounds to reduce the impact of problems and to keep system functionality running while searching for a resolution.
Resolve and close problems with the objects related to them.
When detecting an issue, it is necessary to log and describe all the aspects of a problem. Create Problems 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.
