Problem Management - Problem logging
Regardless of the detection method, all the relevant details of the problem must be recorded so that a full historic record exists. This must be date and time stamped to allow suitable control and escalation.
A cross-reference must be made to the incident(s) which initiated the Problem Record – and all relevant details must be copied from the Incident Record(s) to the Problem Record. It is difficult to be exact, as cases may vary, but typically this will include details such as:
- User details
- Service details
- Equipment details
- Date/time initially logged
- Priority and categorization details
- Incident description
- Details of all diagnostic or attempted recovery actions taken.
Problems must be categorized in the same way as incidents (and it is advisable to use the same coding system) so that the true nature of the problem can be easily traced in the future and meaningful management information can be obtained.
Problems must be prioritized in the same way and for the same reasons as incidents - but the frequency and impact of related incidents must also be taken into account. The coding system described earlier in Table 4.1 (which combines impact with urgency to give an overall priority level) can be used to prioritize problems in the same way that it might be used for incidents, though the definitions and guidance to support staff on what constitutes a problem, and the related service targets at each level, must obviously be devised separately. Problem prioritization should also take into account the severity of the problems. Severity in this context refers to how serious the problem is from an infrastructure perspective, for example:
- Can the system be recovered, or does it need to be replaced?
- How much will it cost?
- How many people, with what skills, will be needed to fix the problem?
- How long will it take to fix the problem?
- How extensive is the problem (e.g. how many CIs are affected)?
Other ITIL Processes
- Configuration Management
- Service Desk Management
- Incident & Problem Management
- Change Management
- Release Management