problem160management(编辑修改稿)

problem160management(编辑修改稿)内容摘要：

ncepts and principles of each of the frameworks is contained in technical papers available at 3 Problem Management Overview The Problem Management SMF aims to ensure that all problems and known errors affecting the IT infrastructure are identified and recorded. Recording problems and known errors ensures that all problems can be managed and tracked during their life cycles, providing valuable information for other SMFs, such as Incident Management, Change Management, and Service Desk. The process ensures that any underlying problems identified are associated with the corresponding incidents that have occurred. Additionally, the process works to identify suitable workarounds that provide customers with service restoration or service improvement while a more permanent solution is sought. Problems undergo classification, which is done by assessing the business impact and analyzing the urgency and the resources required to effect temporary or permanent solutions to the problems. This classification ensures that problems are correctly prioritized and routed to an appropriate resolver group. Problems affecting the business can occur in a number of areas. When investigating possible workarounds or solutions to identified problems, problem management may make requests for changes to the IT infrastructure, internal procedures, user training, or any other elements affecting service. The problem management process should also deploy technologies to proactively prevent problems from occurring, such as working with availability management to ensure that increased redundancy is built in to critical infrastructure areas. Problem management performs investigation and diagnosis in a similar fashion to the incident management process. However, the focus is entirely different. Incident management is concerned with deploying procedures and activities to rapidly restore service, while problem management identifies the root cause of incidents affecting the business. The problem management process provides the structure to ensure that all problems are owned, tracked, and monitored throughout the problem life cycle. This document illustrates the processes and activities involved in problem management, coupled with the ways in which the Problem Management SMF relates to other SMFs in the MOF Process Model. Goal and Objectives The goal of problem management is to minimize the adverse impact on the operational ability of a business due to incidents and problems caused by errors within the IT infrastructure and to prevent the recurrence of incidents related to these errors. In order to achieve this goal, problem management seeks to establish the root cause of incidents and then initiate actions to improve or correct the situation. The objectives of problem management are to:  Identify and take ownership of problems affecting infrastructure and service.  Take steps to reduce the impact of incidents and problems.  Identify the root cause of problems and initiate activity aimed at establishing workarounds or permanent solutions to these identified problems.  Perform trend analysis, using recorded problem and incident data, to predict future problems and enable prioritization of problem management activity. 6 Problem Management The problem management process has both reactive and proactive aspects. The reactive elements provide direct support to the daytoday operational activities of other service management functions, such as Incident Management, and are concerned with initiating activity aimed at resolving problems in response to one or more incidents currently causing issues. Proactive problem management is concerned with identifying problems and known errors before incidents occur. Scope Problem management is concerned with the identification and recording of problems affecting IT service. Frequently, incidents occur as the result of underlying root causes, and it is these that problem management seeks to identify and record as problems. The function then determines how the problem can be resolved and what the priority for resolution is. It seeks to determine temporary workarounds that can be used by the Service Desk and Incident Management SMFs to quickly restore service. It is also responsible for the successful correction of any known errors that have been identified. Problem management seeks to change IT infrastructure ponents to remove known errors and thus prevent any recurrence of incidents. Problem management also addresses procedures or practices that may be the cause of problems. Problem management is concerned with both the live and development environments。 it directly interacts with and operates alongside change management processes. Proactive problem management is concerned with identifying underlying problems to prevent incidents before they occur. Conducting trend analysis of problem management data and incident records helps to achieve this. The function is also concerned with reviewing the causes and handling of major incidents and major problems. Monitoring and tracking of all problems takes place during the entire problem/error life cycle. Problem management relies on effective, accurate, and consistent incident management to be able to function efficiently. However, problem management has an entirely different focus. Incident management aims to restore service as soon as possible, whereas problem management seeks to identify the root cause of the incident or incidents. Key Definitions Impact. A measure of how the problem or incident affects a customer or the business. Incident. Any event that is not part of the standard operation of a service and that causes, or may cause, an interruption to, or a reduction in, the quality of service. Known error. A problem that has been successfully diagnosed and for which a permanent alte。