ITIL_a guide to problem management pdf

ITIL_a guide to problem management pdf - ITIL A guide to...

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1 U C I S A I T I L : A G U I D E T O P R O B L E M M A N A G E M E N T ITIL – A guide to problem management What is problem management? The goal of problem management is to minimise both the number and severity of incidents and potential problems to the business/organisation. Problem management should aim to reduce the adverse impact of incidents and problems that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. Problems should be addressed in priority order with higher priority given to the resolution of problems that can cause serious disruption to critical IT services. Problem management’s responsibility is to ensure that incident information is documented in such a way that it is readily available to support all problem management activities. Problem management has reactive and proactive aspects: reactive – problem solving when one or more incidents occur proactive – identifying and solving problems and known errors before incidents occur in the first place Difference between incident and problem management The aim of incident management is to restore the service to the user as quickly as possible, often through a workaround, rather than through trying to Fnd a permanent solution which is the aim of problem management. Incident vs problem An incident is where an error occurs or something doesn’t work the way it is expected to. This is often referred to as: ± a fault ± an error ± it doesn’t work! ± a problem ± but the term used is incident . A problem can be: ± the occurrence of the same incident many times ± an incident that impacts many users ± the result of network diagnostics revealing systems not operating in the expected way Therefore, a problem can exist without having an immediate impact on the users. Incidents are usually more visible and the impact on the user is more immediate. Examples of problems Technical problems can exist without impacting the user. However, if they are not spotted and dealt with before an incident occurs they can have a big impact on the availability of IT Services. Problems experienced by users ± The printer won’t form feed paper through the printer. The user has to advance the paper by using the form feed button. ± Each time a new user logs onto a computer, they have to reinstall the printer driver. ± Windows applications crash intermittently without an error message. The computer will restart and work properly afterwards.
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2 U C I S A I T I L : A G U I D E T O P R O B L E M M A N A G E M E N T Technical problems ± Disk space usage is erratic. Sometimes a considerable amount of disk space is available, but at other times little is available. There is no obvious reason and no impact to the users – yet. ± A network card is creating lots of unnecessary traffic on the network, which could eventually reduce the
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This note was uploaded on 03/08/2011 for the course ENC 1101 taught by Professor Kurner during the Spring '08 term at FIU.

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ITIL_a guide to problem management pdf - ITIL A guide to...

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