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Problem Management

D3

Manage service problems from detection to closure.

Improvement Planning

Practices-Outcomes-Metrics (POM)

Representative POMs are described for Problem Management at each level of maturity.

2Basic
  • Practices
    • Handle problems according to a predefined process based on issue classes (e.g. incidents, SLA breaches).
    • Undertake problem analysis and examination of the evolving trends.
    Outcome
    A predictable problem resolution process is emerging, resulting in improvements in performance metrics.
    Metrics
    • # of problems opened/closed per month.
    • Problem resolution response time trend by class.
3Intermediate
  • Practice
    Systematically address recurring incidents through problem management processes that are based on Root Cause Analysis (RCA) and escalate where necessary.
    Outcomes
    • Service metrics and predictability within the IT environment are further improved.
    • RCA enables identification of underlying issues impacting on IT service performance, and supports implementation of remedial actions to avoid recurrence.
    • A reduction in the time taken to resolve IT service issues and a reduction in the number of recurring issues are evident.
    Metrics
    • # of problems opened/closed per month.
    • Problem resolution response time trend by class.
    • # of problems escalated per month.
4Advanced
  • Practices
    • Prioritize problems based on their potential business impact.
    • For critical business/IT services, undertake proactive Root Cause Analysis (RCA) of any degradation in business process performance observed in monitored data.
    Outcomes
    • Ongoing improvement in business process performance is supported.
    • RCA enables identification of specific trends and causes of problems, and helps facilitate preventative or corrective action.
    Metrics
    • # of problems opened/closed per month.
    • Problem resolution response time trend by class.
    • # of problems escalated per month.
    • # of SLA breaches addressed by problem management.
5Optimized
  • Practice
    Establish metrics and reporting to track and communicate how proactive problem management prevents incidents and minimizes the impact of incidents that cannot be prevented.
    Outcome
    Problem management processes are continually reviewed and improved.
    Metrics
    • # of reports communicating problem prevention.
    • # of problems opened/closed per month.
    • # of recurring problems per month.