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What should a good problem record include?

Raymond

What should a good problem record include?

A Problem Record typically contains the following information:

  • Unique ID. (Unique ID of the Problem – usually allocated automatically by the system)
  • Date and time of detection.
  • Problem owner.
  • Description of symptoms.
  • Affected users/ business areas.
  • Affected service(s)
  • Problem priority.
  • Relationships to CIs.

What are the two major processes in problem management?

Problem Management consists of two major processes:

  • Reactive Problem Management, which is generally executed as part of Service Operation.
  • Proactive Problem Management which is initiated in Service Operation, but generally driven as part of Continual service improvement (CSI).

What is workaround?

A workaround is a bypass of a recognized problem or limitation in a system or policy. A workaround is typically a temporary fix that implies that a genuine solution to the problem is needed. But workarounds are frequently as creative as true solutions, involving outside the box thinking in their creation.

What is the main benefit of problem management?

Problem management allows you to investigate and fix the cause of the interruption. Fix the cause and the problem goes away. Once the problem goes away, you eliminate those tickets that come into your service desk time and time again.

What can be used to determine if a service is fit for purpose?

A product or service value is defined by fit to purpose (utility) and fit to use (warranty). Fit to purpose, or utility, means that service needs to fulfill customer needs. Fit for use, or warranty, means that product or service is available when a user needs it.

What are service management principles?

IT service management (ITSM) is a concept that enables an organization to maximize business value from the use of information technology. ITSM is based on a set of principles, such as focusing on value and continual improvement.

What are the main features in problem management?

The scope of the Problem Management process flow includes:

  • Problem Detection.
  • Problem Logging.
  • Investigation and Diagnosis.
  • Workaround.
  • Create Known Error Record.
  • Resolution.
  • Closure.

What are the three phases of problem management?

Problem management involves three distinct phases:

  • Problem Identification. Problem identification activities identify and log problems by:
  • Problem Control. Problem control activities include problem analysis and documenting workarounds and known errors.
  • Error Control.

Which is the best example of an emergency change?

Which is the BEST example of an emergency change?

  • A low-risk computer upgrade implemented as a service request.
  • The implementation of a security patch to a critical software application.
  • The implementation of a planned new release of a software application.
  • A scheduled major hardware and software implementation.

What are the 7 guiding principles?

The 7 Guiding Principles of ITIL 4: Keep it simple and practical

  • Focus on value.
  • Start where you are.
  • Progress iteratively with feedback.
  • Collaborate and promote visibility.
  • Think and work holistically.
  • Keep it simple and practical.
  • Optimize and automate.

Which guiding principle recommends coordinating all dimensions of service management?

think and work holistically

What are the different types of problem management?

These are the ITIL Problem Management sub-processes and their process objectives:

  • Proactive Problem Identification.
  • Problem Categorization and Prioritization.
  • Problem Diagnosis and Resolution.
  • Problem and Error Control.
  • Problem Closure and Evaluation.
  • Major Problem Review.
  • Problem Management Reporting.

What is a standard change?

A Standard Change is a routine, low-risk, often-done change to the production environment that has been pre-approved by the full CAB and requires no further approval to enact in production. Some examples of Standard Changes anticipated are: Addition of server memory or storage.

What are the ITIL principles?

The updated ITIL guiding principles are:

  • Focus on Value. Everything the organization does should create value for stakeholders.
  • Start where you are.
  • Progress iteratively with feedback.
  • Collaborate and promote visibility.
  • Think and work holistically.
  • Keep it simple and practical.
  • Optimize and automate.

Who created the nine guiding principles?

Lou Hunnebeck

Which of the following are problem control activities?

  • Problem Control activities.
  • Tracking and monitoring problems.
  • Phase 1: Logging.
  • Phase 2: Categorization.
  • Advancing a problem to the next phase.
  • Phase 3: Investigation.
  • Phase 4: Resolution.

What are the 9 guiding principles?

Examples of the 9 Guiding Principles in Use

  • Focus on Value.
  • Design for Experience.
  • Start Where You Are.
  • Work Holistically.
  • Progress Iteratively.
  • Observe Directly.
  • Be Transparent.
  • Collaborate.

Which issue has a workaround or solution documented?

A known error is a problem that has a documented root cause and a workaround.

What are the 4 functions of ITIL?

ITIL v3 defines four functions of Service Desk, Application management, Technical Management, and Operations Management. This is a function that will be the first point or single point of contact for end-user issues.

Which two needs should change control balance?

Change control is usually focused on changes in products and services. Change control must balance the need to make beneficial changes that will deliver additional value with the need to protect customers and users from the adverse effect of changes.

Which of the following is an example of workaround?

A workaround is a temporary way to restore service failures to a usable level. For example; rebooting a server hang, so we don’t know why the server failed, but if we reboot the server, the service will be up.