Problem-Management

Problem Management ( engl. problem- management) is one of the processes for IT Service Management according to ITIL.

About the Problem Management unknown causes of actual and potential problems ( incidents ) within the IT services are investigated and controlled the remedy. Unlike the Incident Management Problem Management works both reactive and proactive. A key objective is the ' lasting solution '.

Problem Management analyzes the possible or actual faults and identified from issues that should be examined more closely. The causes are analyzed and developed measures to prevent or remedy. Result of this analysis is either a known error (ie the now known cause of an error) or a workaround ( workaround ).

In the Problem Management developed workarounds can be provided to the Incident Management available to future to allow for identical disorders rapid recovery of the affected IT services.

Solutions for known problems ( known errors ) can be passed as an amendment request ( Request for Change ) to change management.

In the context of software testing is one for this task specifically oriented problem - management, also known there as fault management, bug fixing etc., operated.

Tasks

  • Investigate the cause of malfunction (problems )
  • Fix problems permanently and develop workarounds
  • Secure knowledge about known causes of problems
  • Early detection of potential problems before they occur

Objectives

  • Reduction in susceptibility to interference and sustainable improvement in service quality
  • Find recognizing relationships between disorders, common causes

Activities

  • Control problem (troubleshooting)
  • Error Control ( error handling)
  • Proactive Problem Management

Benefit

  • Significant reduction of disturbances occurring
  • Improving the reliability of IT Services
  • Lasting solution
  • Reduction of quality costs
  • IT Management
Incident management (ITSM) Change management (ITSM)
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