Download Problem Management 10pt - IT Infrastructure Library Project

Problem Management
PrM 1 Introduction to Problem Management
You have the same problem occurring time after time with your ICT and it never gets fixed
properly? You need the FITS Problem Management process.
PrM
1.1
Aim
The aim of this section is to introduce the topic of Problem Management and to
help you implement the process in your school with a minimum of preparation
and training.
PrM
1.2
Objectives
The objectives of this section are to enable you to:
•
understand the difference between incidents and problems
•
understand when a quick fix is not enough to resolve a problem permanently
•
decide whether you need to implement problem control
•
understand how to implement the Problem Management process
•
understand how to achieve workarounds and solutions
•
decide which Problem Management reports your school requires and how
to produce them.
PrM 2 Overview
PrM
2.1
What is Problem Management?
The goal of Problem Management is to minimise both the number and severity of
incidents and problems in your school. It should aim to reduce the adverse impact
of incidents and problems that are caused by errors in the ICT infrastructure, and to
prevent recurrence of incidents related to these errors.
•
You should address problems in priority order, paying attention to the resolution
of problems that can cause serious disruption.
•
The degree of management and planning required is greater than that needed
for incident control, where the objective is restoration of normal service as
quickly as possible.
•
The function of Problem Management is to ensure that incident information is
documented in such a way that it is readily available to all technical support staff.
Problem Management has reactive and proactive aspects:
© Becta 2004
•
reactive – problem solving when one or more incidents occur
•
proactive – identifying and solving problems and known errors before incidents
occur in the first place.
FITS Problem Management
1