ISO/IEC 20000 Problem Management
1
Objective “To minimise disruption to the business by proactive
identification and analysis of the cause of incidents and by managing problems to closure”
2
Definitions Problem “root cause of one or more incidents” Incident “unplanned interruption to a service, a reduction in the quality of a service or an event that has not yet impacted the service to the customer”
3
ISO/IEC 20000 Requirements Record problems Create procedures to perform problem management Take preventative action where identified e.g. after trend
analysis Resulting changes shall be done via change management Monitor, review and report on problem resolution Communicate with incident management Record improvements within service improvement plan
4
Common Areas for Review Separation of problem and incident management Service management tool functionality Linking of problems to incidents (and other records)
Is the information available from incident
management sufficient for problem analysis?
5
Workshop Sessions What’s positive about the way we do things now? What could we do better? What do we need to do to comply with ISO/IEC
20000? Map out the processes Problem management process
6
Next Steps Action Plan What are we going to do?
Who is going to do it? When will they do it by?
Documentation Problem management process* Incident analysis reports Evidence of process review
*(template available) 7
ISO/IEC 20000 Problem Management
Questions?
8