ITIL Problem Management | ITIL Version 2
ITIL offers a framework of structured, scalable, best practices and processes that organizations can adopt and adapt to fit their own operations.
What is ITIL Problem Management?
Problem Management (PM) is one of the components in the ITIL Service Support area. The primary focus of PM is to identify causes of service issues and commission corrective work to prevent recurrences. PM processes are both reactive and proactive - reactive in solving problems in response to incidents, and proactive in identifying and solving potential incidents before they occur.
Problem Management activities include:
- Recording, managing and escalating service problems as appropriate
- Analyzing historical data to identify and eliminate potential incidents before they occur
- Identifying underlying causes of incidents and preventing recurrences
- Developing workarounds or other solutions to incidents
- Submitting change requests to Change Management as required to eliminate known problems
WHY SHOULD I IMPLEMENT PROBLEM MANAGEMENT?
Benefits of implementing Problem Management processes include:
- Preventing service disruptions
- Maintaining service levels
- Meeting service availability requirements
- Increasing staff efficiency and productivity
- Improving user satisfaction
Problem Management processes are closely integrated with Incident Management, Change Management, and Availability Management (AM). Although AM performs the lead role in component failure and system outage analyses, PM performs an important role in obtaining data and analyzing it in support of the studies.
Vityl Capacity Management supports Problem Management by:
- Gathering historical and real-time performance data
- Identifying performance bottlenecks before they occur
- Speeding resolution by providing drill-down capabilities to pinpoint the causes of problems
- Identifying trends to avoid performance problems
- Automatically alerting personnel before problems impact service performance
- Measuring response time for services and infrastructure components
- Providing data on components of response time in multi-tiered environments
- Identifying where bottlenecks are likely to occur