In The Problem Management Co.'s Global Best Practice in IT Problem Management there are 3 phases in the Problem Management Process:
- Problem identification
- Problem investigation
- And Problem Resolution
Problem Identification
In the Problem identification phases we are concerned with identifying problems both proactively and reactively, correctly capturing all relevant initial data, evidence and useful information. We are also assessing if the highlighted problem needs to be formally register and a problem record created. We are also assigning the problem to the relevant technical resolving group(s).
Problem investigation
Within the Problem investigation phase we are actually getting into the detail of analysing the Problem, associated incidents, detailed impact analysis, identification of possible root cause(s). We may also identify incident workarounds or solutions at this stage and make those available to those responsible for dealing with any ongoing incidents. Once analysis has taken place we may also raise a known error.
Problem Resolution
In this phase we are primarily focused on developing a problem resolution strategy and implementing it to remove the root cause(s), then monitoring to ensure any changes implemented have resolved the problem. If for any reason we cannot take action to resolve the root cause(s) and resolve the problem, such as budget, priority conflicts, resource issues or no available solution we may move to error control, to mitigate the impacts as much as possible instead.
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The Problem Management Co. (PMCO) develops and delivers the world’s leading Best Practice Training and Certification program in IT Problem Management worldwide.
Learn more: www.problemmanagementcompany.com