Differenze tra le versioni di "Problem Management"

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== Operational model ==
 
== Operational model ==
−
The preconfigured process has the objective to facilitate and support the resolution of ''incidents'' or the provision of ''workarounds''. At the core of the process configuration is the following operational model.
+
The preconfigured process has the objective to facilitate and support the resolution of ''problems'' or the provision of ''workarounds''. At the core of the process configuration is the following operational model.
−
 
+
[[File:Problem Management Operational Model v1.0.JPG|centre|thumb|500x500px|Problem Management operational model]]
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[[File:Incident Management Operational Model v1.0.JPG|centre|thumb|500x500px|Incident Management operational model]]
+
The requester, typically a member of the ''service desk'' or a technical team requires to open a ''[[Glossary|problem]]''. This may happen reactively (as a consequence of dealing with an ''[[Glossary|incident]]'') or proactively (in order to avoid future ''[[Glossary|incidents]]''). The ''[[Glossary|problem]]'' is opened on a ''[[Glossary|service]]'' and the ''[[Glossary|service manager]]'' takes in charge it in order to coordinate the initial classification, prioritization and analysis. In this phase a problem owner is assigned who will coordinate the following steps of the process where ''[[Glossary|workarounds]]'' and solutions for the ''[[Glossary|problem]]''.
−
 
 
−
The requester requires to open an ''[[Glossary|incident]]'' by contacting the s''[[Glossary|ervice desk]]''. One of the members of the [[Glossary|s''ervice desk'']] takes the request in charge,
 
−
 
 
−
becoming the owner of it, and starts to manage it. The owner may find a ''[[Glossary|workaround]]'' and/or solution for the ''[[Glossary|incident]]'' and, therefore, may close it. Alternatively, the owner may not be able to find any solution or ''[[Glossary|workaround]]'' and may need to involve technical staff to investigate and find it. In such a case, he/she will route to the technical staff the ''[[Glossary|incident]]'', still remaining accountable for it. In other words, the [[Glossary|service desk]] always acts as a single point of contact (SPOC) for the requester.
 
  
 
== Roles ==
 
== Roles ==
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|-
 
|-
 
|Requester ||  
 
|Requester ||  
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* Opens ''[[Glossary|incidents]]'' on behalf of himself/herself or for a third party
+
* Opens ''[[Glossary|problems]]'' on behalf of himself/herself or for a third party
−
 
+
||  This role is assigned to members of ''service desk'' (''[[Glossary|users]]'' belonging to ''[[Glossary|group]]'' "Service Desk")  and to members of the technical teams (see Technical team member role).
−
* Monitors the resolution of the ''[[Glossary|incidents]]''
 
−
* Confirms that the ''[[Glossary|incident]]'' is closed
 
−
||  This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]]'' "Requester". The login identifier of this ''[[Glossary|user]]'' is "FinalUser".
 
 
   
 
   
 
|-
 
|-
−
| Service desk member ||  
+
| Problem owner ||
−
* Also known as First Line Support, it is the Single Point of Contact (SPOC) for the requester
+
* Assigns the ''[[Glossary|problem]] ''for analysis and resolution
−
* This group receives the notifications of all the ''[[glossary|incidents]]'' opened
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*  Watches over and monitors the ''[[Glossary|problem]] ''along all its life cycle ensuring target service levels are achieved
−
 
 
−
* One of the members decides to deal with the ''[[glossary|incident]]'' and takes the incident owner role
 
−
 
 
−
|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Resource". The login identifier of this ''[[Glossary|user]] ''is "SDSpecialist". The ''[[glossary|resource]]''  is also member of the "Service Desk" ''[[glossary|solution group]] ''which is set as ''[[Glossary|master solution group]]''.
 
−
   
 
−
|-
 
−
| Service desk manager ||
 
−
* Overviews and coordinates the [[Glossary|service desk]]
 
−
|| The role is assigned to the service desk member, ''[[Glossary|user]] ''"SDSpecialist", who is also member of the "Service Desk"''[[Glossary|solution group]] ''and is set as ''[[Glossary|solution group manager]]'' for it. 
 
−
 
−
|-
 
−
| Incident owner ||
 
−
* Role taken on by someone who is part of  the ''[[glossary|service desk]]'' team
 
−
* Offers initial support and attempts to resolve the incident
 
−
 
 
 
* Activates escalation/ routing/ requests
 
* Activates escalation/ routing/ requests
 
* Manages all the communications with the requester
 
* Manages all the communications with the requester
−
* Watches over and monitors the ''[[Glossary|incident]] ''along all its life cycle ensuring target service levels are achieved
+
* Checks the implemented resolution and sets the ''[[Glossary|problem]] ''to resolved
−
* Checks the implemented resolution and sets the ''[[Glossary|incident]] ''to resolved
+
* Closes the ''[[Glossary|problem]]''
−
* If needed, closes the ''[[Glossary|incident]]''
+
|| Role assigned by the service manager to himself/herself or to a technical team member.   
−
|| The role is set to the service desk member who takes in charge the incident.   
 
 
   
 
   
 
|-
 
|-
 
| Technical team member  ||  
 
| Technical team member  ||  
−
* He/she receives the notification on the assignment of an activity concerning an ''[[Glossary|incident]] ''(e.g. conducting the analysis and finding to find a resolution or ''[[Glossary|workaround]] ''for it)
+
* He/she receives the notification on the assignment of an activity concerning a ''[[Glossary|problem]] ''(e.g. conducting the analysis and finding a resolution or ''[[Glossary|workaround]] ''for it)
  
 
* Carries out the assigned tasks
 
* Carries out the assigned tasks
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|-
 
|-
 
| Technical team manager ||  
 
| Technical team manager ||  
−
* Receives the notification on the assignment of the ''[[Glossary|incident]] ''to his/her team in order to find a resolution or ''[[Glossary|workaround]] ''for it
+
* Receives the notification about the assignment of the ''[[Glossary|problem]] ''to his/her team in order to find a resolution or ''[[Glossary|workaround]] ''for it
 
* Assign the member of his/her team who should work on it (this can be done by setting the ''[[Glossary|ticket worker]]'' or creating and assigning ''[[Glossary|ticket activities]]'')
 
* Assign the member of his/her team who should work on it (this can be done by setting the ''[[Glossary|ticket worker]]'' or creating and assigning ''[[Glossary|ticket activities]]'')
−
* Watches over and monitors the work of his team
+
* Watches over and monitors the work of his/her team
 
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]]'' are set as ''[[Glossary|solution group manager]]'' for each domain.
 
|| There are several technical teams predefined for different domains. The following table shows which ''[[Glossary|users]]'' are set as ''[[Glossary|solution group manager]]'' for each domain.
  
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|-
 
|-
 
| Service manager ||  
 
| Service manager ||  
−
* Monitors how the ''[[Get started with itmSUITE®|incidents]]'' are evolving for the ''[[Glossary|service(s)]]'' he/she is responsible for
+
* Takes in charge and assigns the problem owner
 +
* Monitors how the ''[[Get started with itmSUITE®|problems]]'' are evolving for the ''[[Glossary|service(s)]]'' he/she is responsible for
 
|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Project/Service Manager". There are different service managers configured for specific ''[[Glossary|services]]''. See [[Incident Management#Services|Services]] section in this page for further information.  
 
|| This role is mapped on a system ''[[Glossary|resource]] ''with ''[[Glossary|user]] ''of ''[[Glossary|user type]] ''"Project/Service Manager". There are different service managers configured for specific ''[[Glossary|services]]''. See [[Incident Management#Services|Services]] section in this page for further information.  
  
 
|}
 
|}
 +
In some organizational contexts, the role of the service manager may be played by the manager of a dedicated problem management team, mapped on a specific ''[[Glossary|group]] ''and the role of problem owner by a member of this team.
  
 
== Process ==
 
== Process ==
−
As for all ''[[Glossary|workflows]]'', new ''[[Glossary|incidents]]'' can be created by using the ''[[Glossary|self service portal]]'', accessible by means of '''''Self Service''''' menu.  
+
As for all ''[[Glossary|workflows]]'', new ''[[Glossary|problems]]'' can be created by using the ''[[Glossary|self service portal]]'', accessible by means of '''''Self Service''''' menu.  
  
−
The following ''[[Glossary|requests]]'' which trigger a new instance of the ''[[Glossary|incident management]]'' process are configured and available to all organizational roles in the ''self service portal'':   
+
The following ''[[Glossary|requests]]'' which trigger a new instance of the ''[[Glossary|problem management]]'' process are configured and available to all organizational roles in the ''self service portal'':   
  
 
{| class="wikitable sortable"
 
{| class="wikitable sortable"
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|-
 
|-
−
| "Applications" || "itmCLOUD" || "Incident" (open an ''[[Glossary|incident]]'') ||Requesters, service desk members, technical team members, service managers.
+
| "Applications" || "itmCLOUD" || "Problem" (open a ''[[Glossary|problem]]'') ||Requesters and service managers.
  
 
|-
 
|-
−
| "Personal Devices" || "Personal Computers" || "Incident" (open an ''[[Glossary|incident]]'') ||Requesters, service desk members, technical team members, service managers.
+
| "Personal Devices" || "Personal Computers" || "Problem" (open a ''[[Glossary|problem]]'') ||Requesters and service managers.
  
 
|-
 
|-
−
| "Personal Devices" || "Peripherals" || "Incident" (open an ''[[Glossary|incident]]'') ||Requesters, service desk members, technical team members, service managers.
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| "Personal Devices" || "Peripherals" || "Problem" (open a ''[[Glossary|problem]]'') ||Requesters and service managers.
  
 
|-
 
|-
−
| "Personal Devices" || "Telephony" || "Incident" (open an ''[[Glossary|incident]]'') ||Requesters, service desk members, technical team members, service managers.
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| "Personal Devices" || "Telephony" || "Problem" (open a ''[[Glossary|problem]]'') ||Requesters and service managers.
  
 
|-
 
|-
−
| "Network" || "Networking Management" || "Incident" (open an ''[[Glossary|incident]]'') ||Requesters, service desk members, technical team members, service managers.
+
| "Network" || "Networking Management" || "Problem" (open a ''[[Glossary|problem]]'') ||Requesters and service managers.
  
 
|-
 
|-
−
| "Technical Services" || "Server Management" || "Incident" (open an ''[[Glossary|incident]]'') ||Requesters, service desk members, technical team members, service manager.
+
| "Technical Services" || "Server Management" || "Problem" (open a ''[[Glossary|problem]]'') ||Requesters and service managers.
  
 
|}
 
|}
  
−
A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|Incident management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figure below illustrates the process.  
+
A ''[[Glossary|problem]]'' may also be automatically opened during the execution of an [[Incident Management|incident management]] process by the ''[[Glossary|resources]]'' dealing with it.
 +
 
 +
A ''[[Get started with itmSUITE®|workflow]]'' is configured to support the ''[[Glossary|problem management]]'' process. The ''[[Glossary|workflow]]'' is characterized by ''[[Glossary|workflow statuses]]'' and ''[[Glossary|workflow transitions]]''. The figure below illustrates the process.  
  
−
[[File:Problem Management Workflow v1.0.JPG|centre|thumb|800x800px|Incident management process.]]
+
[[File:Problem Management Workflow v1.0.JPG|centre|thumb|800x800px|Problem management process.]]
  
 
The table below explains the meaning of each ''[[Glossary|workflow status.]] ''
 
The table below explains the meaning of each ''[[Glossary|workflow status.]] ''
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|-
 
|-
−
| "Default" || A preliminary status which is displayed when an ''[[Glossary|incident]]'' is created.  
+
| "Default" || A preliminary status which is displayed when a ''[[Glossary|problem]]'' is created.
 +
 
 +
|-
 +
| "Opened" || The ''[[Glossary|problem]]'' has been recorded and activities to resolve it started.
 +
 
 +
|-
 +
| "Requested" || The ''[[Glossary|problem]]'' is confirmed and the service manager may start to analyse it and assigns the problem owner.  
  
 
|-
 
|-
−
| "Opened" || The ''[[Glossary|incident]]'' has been recorded and activities to resolve it started.  
+
| "Problem Assigned" || The ''[[Glossary|problem]]'' is assigned a problem owner and the analysis activities plan is defined.  
  
 
|-
 
|-
−
| "In Charge" || The ''[[Glossary|service desk]]'' has taken the [[Glossary|incident]] in charge and started to work on it directly or by routing to other teams.  
+
| "Problem in Analysis" || The problem owner coordinates the analysis. The root cause is investigated and found. ''[[Glossary|Workarounds]]'' may be found too. Finally a plan to implement the resolution is prepared.  
  
 
|-
 
|-
−
| "Resolved" || A ''[[Glossary|workaround]]'' or a definitive solution has been found.  
+
| "Problem in Resolution" || The plan to implement the ''[[Glossary|problem]]'' resolution is executed. A ''[[Glossary|change]]'' may be opened at this stage.
  
 
|-
 
|-
−
| "Suspended" || The activities to analyse and solve the ''[[Glossary|incident]]'' are temporarily suspended.  
+
| "Cancelled" || The ''[[Glossary|problem]] ''is not confirmed and, therefore, cancelled.
  
 
|-
 
|-
−
| "Cancelled" || The ''[[Glossary|incident]]'' has not been rejected or has not been confirmed.
+
| "Resolved" || The ''[[Glossary|problem]] ''is resolved, meaning that the plan to implement a resolution is positively concluded.  
  
 
|-
 
|-
−
| "Closed" || The ''[[Glossary|incident]] ''closure has been confirmed. No other changes are possible.
+
| "Suspended" || The ''[[Glossary|problem]] ''execution is temporarily suspended. In this status ''[[Glossary|service levels]]'' calculation are suspended too.
 +
 
 +
|-
 +
| "Major Problem Review" || In case of major ''[[Glossary|problem]], ''in this status a review is performed.
 +
 
 +
|-
 +
| "Closed" || The ''[[Glossary|problem]] ''closure has been confirmed. No other changes are possible.  
 
   
 
   
 
|}
 
|}
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|-
 
|-
−
| "Default" || "Opened" || Requesters, service desk members, technical team members, service managers. ||See the ''[[Glossary|self service portal]]'' configuration previously described.
+
| "Default" || "Opened" || Requesters, technical team members, service managers. ||See the ''[[Glossary|self service portal]]'' configuration previously described.
 +
 
 +
|-
 +
| "Opened" || "Requested" || Requester, service manager. ||
 +
 
 +
 
 +
|-
 +
| "Opened" || "Cancelled" || Requester, service manager. ||
 +
 
 +
|-
 +
| "Requested" || "Opened" || Requester, service manager.. ||
 +
 
 +
|-
 +
| "Requested" || "Cancelled" || Requester, service manager. ||
  
 
|-
 
|-
−
| "Opened" || "In Charge" || Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''
+
| "Requested" || "Suspended" || Service manager. ||
  
 
|-
 
|-
−
| "Opened" || "Cancelled" || Creator or Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''
+
| "Suspended" || "Requested" || Service manager. ||
  
 
|-
 
|-
−
| "In Charge" || "Resolved" || Service desk member or Technical team member ||Technical team members are configured through ''[[Get started with itmSUITE®|solution group]].''
+
| "Problem Assigned" || "Problem in Analysis" || Problem owner, service manager. ||
  
−
Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''
+
|-
 +
| "Problem Assigned" || "Suspended" || Problem owner, service manager. ||
  
 
|-
 
|-
−
| "In Charge" || "Suspended" || Service desk member or Technical team member ||Technical team members are configured through ''[[Get started with itmSUITE®|solution group]].''
+
| "Suspended" || "Problem Assigned" || Problem owner, service manager. ||
  
−
Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''
+
|-
 +
| "Problem Assigned" || "Cancelled" || Problem owner, service manager. ||
  
 
|-
 
|-
−
| "In Charge" || "Cancelled" || Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''
+
| "Problem in Analysis" || "Suspended" || Problem owner, service manager. ||
  
 
|-
 
|-
−
| "Resolved" || "Closed" || Creator or Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''
+
| "Suspended" || "Problem in Analysis" || Problem owner, service manager. ||
  
 
|-
 
|-
−
| "Resolved" || "In Charge" || Creator or Service desk member ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''
+
| "Problem in Analysis" || "Problem in Resolution" || Problem owner, service manager. ||
  
 
|-
 
|-
−
| "Suspended" || "In Charge" || Service desk member or Technical team member ||Technical team members are configured through ''[[Get started with itmSUITE®|solution group]].''
+
| "Problem in Resolution" || "Problem in Analysis" || Problem owner, service manager. ||
  
−
Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''
+
|-
 +
| "Problem in Analysis" || "Cancelled" || Problem owner, service manager. ||
 +
 
 +
|-
 +
| "Problem in Resolution" || "Cancelled" || Problem owner, service manager. ||
 +
 
 +
|-
 +
| "Problem in Resolution" || "Resolved" ||Problem owner, service manager. ||
 +
 
 +
|-
 +
| "Problem in Resolution" || "Suspended" || Problem owner, service manager. ||
 +
 
 +
|-
 +
| "Resolved" || "Major Problem Review" || Automatic ||The ''[[Glossary|workflow transition]]'' is automatically performed when the field <u>Major Problem</u> is set to "Yes".
 +
 
 +
|-
 +
| "Requested" || "Problem Assigned" || Service manager. ||
 +
 
 +
|-
 +
| "Major Problem Review" || "Closed" || Problem owner, service manager. ||Any related ''[[Glossary|incident]]'' is set to closed (''[[Glossary|workflow status]]'' "Resolved" in ''[[Incident Management#Process|incident management]]'') and any related ''[[Glossary|known error]]'' is unpublished (''[[Glossary|workflow status]]'' "Known Error Unpublished" in ''[[Known Error Management#Process|known error management]]'').
 +
 
 +
|-
 +
| "Suspended" || "Problem in Resolution" || Problem owner, service manager. ||
 +
 
 +
|-
 +
| "Resolved" || "Closed" || Requester, problem owner, service manager. ||Any related ''[[Glossary|incident]] ''is set to closed (''[[Glossary|workflow status]] ''"Resolved" in ''[[Incident Management#Process|incident management]]'') and any related ''[[Glossary|known error]] ''is unpublished (''[[Glossary|workflow status]]''"Known Error Unpublished" in ''[[Known Error Management#Process|known error management]]'').
  
 
|}
 
|}
  
 
=== Related processes ===
 
=== Related processes ===
−
Several other ''[[Glossary|IT Service Management]]'' processes are related to the ''[[Glossary|incident management]]'' one. Some basic interfaces are provided. The tab ''<u>Related Items</u>'' of the incident and, in particular, the sub tab <u>''Tickets''</u> of it allows to view all the existing between the ''[[Glossary|incident]]'' and other processes (managed through ''[[Glossary|tickets]]'').
+
Several other ''[[Glossary|IT Service Management]]'' processes are related to the ''[[Glossary|problem management]]'' one. Some basic interfaces are provided. The tab ''<u>Related Items</u>'' of the ''[[Glossary|problem]]'' and, in particular, the sub tab <u>''Tickets''</u> of it allows to view all the existing between the ''[[Glossary|problem]]'' and other processes (managed through ''[[Glossary|tickets]]'').
 +
 
 +
==== Incident management ====
 +
It is possible to create a ''[[Glossary|problem]]'' from the ''[[Incident Management#Problem management|incident management]]'' process or to relate an existing ''[[Glossary|problem]]'' to an ''[[Glossary|incident]]'' and vice versa.
  
 
==== Change management ====
 
==== Change management ====
−
It is possible to create a new ''[[Glossary|change]]'', managed via the ''[[Glossary|change management]]'' process. The '''GENERATE CHANGE''' command allows to instantiate a new ''[[Glossary|change]]'' by copying some ''[[Glossary|incident]]'' information and by creating a relationship between the ''[[Glossary|incident]]'' and the generated ''[[Glossary|change]]''.   
+
It is possible to create a new ''[[Glossary|change]]'', managed via the ''[[Glossary|change management]]'' process. The '''GENERATE CHANGE''' command allows to instantiate a new ''[[Glossary|change]]'' by copying some ''[[Glossary|problem]]'' information and by creating a relationship between the ''[[Glossary|problem]]'' and the generated ''[[Glossary|change]]''.   
  
 
==== Asset management and configuration management ====
 
==== Asset management and configuration management ====
−
It is possible to relate ''[[Glossary|configuration items]]'' to an ''[[Glossary|incident]]'' by using the tab ''<u>Related Items</u>'' and, in particular, the sub tab <u>''Configuration Items''</u>. The ''[[Glossary|ASM]]'' and/or [[Glossary|''CMS'']] ''[[Glossary|modules]]'' features are made available here (e.g. view of ''[[Glossary|configuration item]]'' details, ''[[Glossary|configuration exploration]]'' or ''[[Glossary|impact analysis]]'').
+
It is possible to relate ''[[Glossary|configuration items]]'' to a ''[[Glossary|problem]]'' by using the tab ''<u>Related Items</u>'' and, in particular, the sub tab <u>''Configuration Items''</u>. The ''[[Glossary|ASM]]'' and/or [[Glossary|''CMS'']] ''[[Glossary|modules]]'' features are made available here (e.g. view of ''[[Glossary|configuration item]]'' details, ''[[Glossary|configuration exploration]]'' or ''[[Glossary|impact analysis]]'').
−
 
 
−
==== Problem management ====
 
−
It is possible to create a new ''[[Glossary|problem]]'', managed via the ''[[Glossary|problem management]] ''process. The '''GENERATE PROBLEM '''command allows to instantiate a new ''[[Glossary|problem]] ''by copying some ''[[Glossary|incident]] ''information and by creating a relationship between the ''[[Glossary|incident]] ''and the generated ''[[Glossary|problem]]''.
 
  
 
==== Known error management ====
 
==== Known error management ====
−
It is possible to create a new ''[[Glossary|known error]]'', managed via the ''[[Glossary|known error management]] ''process. The '''GENERATE KE '''command allows to instantiate a new ''[[Glossary|known error]] ''by copying some ''[[Glossary|incident]] ''information and by creating a relationship between the ''[[Glossary|incident]] ''and the generated ''[[Glossary|knonw error]]''.
+
It is possible to create a new ''[[Glossary|known error]]'', managed via the ''[[Glossary|known error management]] ''process. The '''GENERATE KE '''command allows to instantiate a new ''[[Glossary|known error]] ''by copying some ''[[Glossary|problem]] ''information and by creating a relationship between the ''[[Glossary|problem]] ''and the generated ''[[Glossary|knonw error]]''.
  
 
==== Release and deployment management ====
 
==== Release and deployment management ====
−
A ''[[Glossary|release]]'' may include the solution of one or more ''[[Glossary|incidents]]'' even if this may happen rarely (more frequently a ''[[Glossary|release]]'' includes changes generated to fix ''[[Glossary|incidents]]'' and related to them,  The relationship between a ''[[Glossary|release]]'' and an [[Glossary|incident]] is more frequently created working on the ''[[Glossary|release]]''. In any case, this can be done from the ''[[Glossary|tickets]]'' tab ''<u>Related Items</u> ''and, in particular, the sub tab ''<u>Configuration Items</u>'' by using the '''ADD EXISTING''' or '''SELF SERVICE''' commands. <nowiki/>
+
A ''[[Glossary|release]]'' may include the solution of one or more ''[[Glossary|problems]]'' even if this may happen rarely (more frequently a ''[[Glossary|release]]'' includes changes generated to resolve ''[[Glossary|problems]]'' and related to them,  The relationship between a ''[[Glossary|release]]'' and and [[Glossary|problems]] is more frequently created working from the ''[[Glossary|release]]''. In any case, this can be done from the ''[[Glossary|tickets]]'' tab ''<u>Related Items</u> ''and, in particular, the sub tab ''<u>Configuration Items</u>'' by using the '''ADD EXISTING''' or '''SELF SERVICE''' commands. <nowiki/>
  
 
== Services ==
 
== Services ==
−
Different ''[[Get started with itmSUITE®|services]]'' are configured for different ''[[Glossary|incident]]'' domain areas as illustrated in the following table.
+
Different ''[[Get started with itmSUITE®|services]]'' are configured for different ''[[Glossary|problem]]'' domain areas as illustrated in the following table.
  
 
{| class="wikitable"
 
{| class="wikitable"
−
! ''[[Glossary|Incidents]]'' domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''
+
! [[Glossary|Problem]] domain areas !! ''[[Glossary|Service]]'' !! ''[[Glossary|Service manager]]''
  
 
|-
 
|-
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== Management information ==
 
== Management information ==
−
Many management information are available as fields in the ''[[Glossary|incident]]'' management configured form. The following table illustrates the intended use of key information and its behaviour. '''<u>NOTE</u>''': information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.  
+
Many management information are available as fields in the ''[[Glossary|problem]]'' management configured form. The following table illustrates the intended use of key information and its behaviour. '''<u>NOTE</u>''': information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.  
  
 
{| class="wikitable sortable"
 
{| class="wikitable sortable"
Riga 260: Riga 293:
  
 
|-
 
|-
−
| <u>''General Information''</u> || <u>Ticket Op Status</u> || To show the operational status of the ''[[Glossary|incident]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.
+
| <u>''General Information''</u> || <u>Ticket Op Status</u> || To show the operational status of the ''[[Glossary|problem]]'', see ''[[Glossary|workflow statuses]]'' in [[Incident Management#Process|Process]] section of this page. ||Status changes are performed by means of the '''Save&Next''' command.
  
 
|-
 
|-
−
| ''<u>General Information</u>'' || <u>Request Name</u> ||  ||Service desk members are configured through ''[[Get started with itmSUITE®|master solution group]].''
+
| ''<u>General Information</u>'' || <u>Request Name</u> ||  To show the ''[[Glossary|SRCS]]''[[Glossary| ''request'']] invoked
 +
||
  
 
|-
 
|-
−
| ''<u>General Information</u>'' || <u>Short Description</u> || To provide a short description of the ''[[Glossary|incident]]''. ||Always visible, can be managed according to ''[[Glossary|workflow status]]'' and organizational roles.
+
| ''<u>General Information</u>'' || <u>Short Description</u> || To provide a short description of the ''[[Glossary|problem]]''. ||Always visible.
  
 
|-
 
|-
−
| <u>''General Information''</u> || <u>Requester</u> || To identify the name of the requester (who has experienced the ''[[Glossary|incident]]''). ||A list is presented, influenced by.... TBC
+
| <u>''General Information''</u> || <u>Requester</u> || To identify the name of the requester (who has requested the ''[[Glossary|problem]]''). ||A list is presented, influenced by.... TBC
  
 
|-
 
|-
−
| <u>''General Information''</u> || <u>Creation Date</u> || To show the date and time the ''[[Glossary|incident]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u>'' tab for more detailed tracking information.
+
| <u>''General Information''</u> || <u>Creation Date</u> || To show the date and time the ''[[Glossary|problem]]'' was created. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u>'' tab for more detailed tracking information.
  
 
|-
 
|-
−
| <u>''General Information''</u> || <u>Edit Date</u> || To show the date and time the ''[[Glossary|incident]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
+
| <u>''General Information''</u> || <u>Edit Date</u> || To show the date and time the ''[[Glossary|problem]] ''was last updated. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
  
 
|-
 
|-
−
| <u>''General Information''</u> || <u>Creation User</u> || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|incident]]''. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
+
| <u>''General Information''</u> || <u>Creation User</u> || To show the ''[[Glossary|user]]'' who created the ''[[Glossary|problem]]''. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
  
 
|-
 
|-
−
| <u>''General Information''</u> || <u>Edit User</u> || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|incident]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
+
| <u>''General Information''</u> || <u>Edit User</u> || To show the ''[[Glossary|user]]'' who updated the ''[[Glossary|problem]]'' last. ||This information is automatically recorded and cannot be manually changed. See ''<u>History</u> ''tab for more detailed tracking information.
  
 
|-
 
|-
−
| <u>''Ticket Classification''</u> || <u>Project/Service</u> || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|incident]]'' is related. ||This is automatically set at open time and can't be modified.
+
| <u>''Ticket Classification''</u> || <u>Project/Service</u> || To show the ''[[Glossary|service]]'' (or [[Glossary|''project'']]) to which the ''[[Glossary|problem]]'' is related. ||This is automatically set at open time and can't be modified.
  
 
|-
 
|-
Riga 290: Riga 324:
  
 
|-
 
|-
−
| ''<u>Ticket Classification</u>'' || <u>Security Incident</u> || To enter the information whether the ''[[Glossary|incident]]'' is a security one or not. ||''This is only ''an informational field.
+
| ''<u>Ticket Classification</u>'' || <u>Problem type</u> || To enter the information whether the ''[[Glossary|problem]]'' is reactive (opened as a consequence of one or more ''[[Glossary|incidents]]'') or proactive (opened to avoid potential ''[[Glossary|incidents]]''). ||
 +
 
 +
|-
 +
| ''<u>Ticket Classification</u>'' || <u>Problem Classification</u>
 +
|| To set the ''[[Glossary|problem]]'' classification information (domain).This is used for statistic reasons. ||The classification information initially provided can be changed.
 +
 
 +
|-
 +
| ''<u>Ticket Classification</u>'' || <u>Major Problem</u>
 +
|| To show if the ''[[Glossary|problem]]'' has to be considered major or not. ||This impacts the need of a final review (if major) or not.
  
 
|-
 
|-
−
| ''<u>Ticket Classification</u>'' || <u>Ticket Area</u> <u>Ticket Category</u> <u>Ticket Topic</u>
+
| <u>''Prioritisation & Planning''</u> || <u>Required Solution Date</u> || To provide the date of solution requested by the <u>Requester</u>. ||This is normally set for reactive ''[[Glossary|problems]]'', according to the related ''[[Glossary|incidents]]'' priorities and status.  
−
|| To set the ''[[Glossary|incident]]'' key classification information..This is used for statistic reasons but also to drive the best possible routing of the ''[[Glossary|incident]]'' to the suitable technical team in order to analyse and/or solve it. ||The classification information is managed through these three related fields.''.''The selection of a value of the <u>Ticket Area</u> will influence the values of the <u>Ticket Category</u> which finally is influencing the values of <u>Ticket Topic</u>.The values defined influence the <u>Solution Group</u> field. The available values and the corresponding driven team configuration can be changed.
 
  
 
|-
 
|-
−
| <u>''Prioritisation & Planning''</u> || <u>User Priority</u> || To provide the priority given to the ''[[Glossary|incident]]'' by the <u>Requester</u>. ||A four level scale is set but it can be changed.  
+
| <u>''Prioritisation & Planning''</u> || <u>User Priority</u> || To provide the priority given to the ''[[Glossary|problem]]'' by the <u>Requester</u>. ||A four level scale is set but it can be changed.  
  
 
|-
 
|-
−
| <u>''Prioritisation & Planning''</u> || <u>Ticket Urgency</u> || To define the urgency for the resolution by the service desk. ||A three level scale is set but it can be changed.
+
| <u>''Prioritisation & Planning''</u> || <u>Ticket Urgency</u> || To define the urgency for the resolution. ||A three level scale is set but it can be changed.
  
 
|-
 
|-
−
| <u>''Prioritisation & Planning''</u> || <u>Ticket Impact</u> || To define the impact on the business of the ''[[Glossary|incident]] ''by the service desk. ||A four level scale is set but it can be changed.
+
| <u>''Prioritisation & Planning''</u> || <u>Ticket Impact</u> || To define the impact on the business of the ''[[Glossary|problem]]''. ||A four level scale is set but it can be changed.
  
 
|-
 
|-
−
| <u>''Prioritisation & Planning''</u> || <u>Ticket Priority</u> || To view the priority given to the ''[[Glossary|incident]]'' by the <u>Requester</u>. ||The priority is automatically set based on <u>Ticket Urgency</u> and <u>Ticket Impact</u>. The driving matrix can be configured.
+
| <u>''Prioritisation & Planning''</u> || <u>Ticket Priority</u> || To view the calculated priority of the ''[[Glossary|problem]]''. ||The priority is automatically set based on <u>Ticket Urgency</u> and <u>Ticket Impact</u>. The driving matrix can be configured.
  
 
|-
 
|-
−
| <u>''Prioritisation & Planning''</u> || <u>Forecast Solution Date</u> || To the expected resolution date and time for the ''[[Glossary|incident]]''. ||
+
| <u>''Prioritisation & Planning''</u> || <u>Forecast Solution Date</u> || To set the forecasted resolution date and time for the ''[[Glossary|problem]]''. ||
  
 
|-
 
|-
−
| <u>''Ownership and Groups''</u> || <u>Master SG</u> || To define the supervising and first line support team. ||The "Service Desk" is automatically set as ''[[Glossary|master solution group]] ''at open time'' ''and cannot be changed.
+
| <u>''Ownership and Groups''</u> || <u>Master SG</u> || To define the supervising team. ||This is set by the service manager and mandatory from the <u>Ticket Op Status</u> "Problem Assigned".
 +
The team may change during the ''[[Glossary|problem]] ''life cycle.
  
 
|-
 
|-
−
| <u>''Ownership and Groups''</u> || <u>Solution Group</u> || To define the team to which the'' [[Glossary|incident]]'' is assigned for analysis and/or resolution. ||The team may change during the'' [[Glossary|incident]]'' life cycle.
+
| <u>''Ownership and Groups''</u> || <u>Solution Group</u> || To define the team to which the'' [[Glossary|problem]]'' is assigned for analysis and/or resolution. ||This is set by the service manager and mandatory from the <u>Ticket Op Status </u>"Problem Assigned".
 +
The team may change during the'' [[Glossary|problem]]'' life cycle.
  
 
|-
 
|-
−
| <u>''Ownership and Groups''</u> || <u>Owner</u> || To define who is the incident owner who should monitor the lifecycle of the ''[[Glossary|incident]]''. ||The incident owner is automatically set to the ''[[Glossary|resource]]'' who takes in charge the ''[[Glossary|incident]]''. He/she can be changed by the service desk members to another member of the service desk.
+
| <u>''Ownership and Groups''</u> || <u>Owner</u> || To define who is the ''[[Glossary|problem]]'' owner who should monitor the lifecycle of the ''[[Glossary|problem]]''. ||This is set by the service manager and mandatory from the <u>Ticket Op Status</u> "Problem Assigned". He/she can be changed by the service manager and the <u>Owner</u> him/herseilf.
  
 
|-
 
|-
−
| <u>''Ownership and Groups''</u> || <u>Ticket Worker</u> || To set the ''[[Glossary|resource]]'' who shall work in order to analyse and/or resolve the ''[[Glossary|incident]]''. ||If the analysis is performed by the incident owner, the Ticket Worker is normally not set. He/she is a member of the team defined in the <u>Solution Group</u> field.However setting him/her is not mandatory. Alternatively, it is possible to assign specific tasks to ''[[Glossary|resources]]'' by using the <u>''Ticket Activities''</u> tab.
+
| <u>''Ownership and Groups''</u> || <u>Ticket Worker</u> || To set the ''[[Glossary|resource]]'' who shall work in order to analyse and/or resolve the ''[[Glossary|problem]]''. ||If the analysis is performed by the problem owner, the <u>Ticket Worker</u> is normally not set. He/she is a member of the team defined in the <u>Solution Group</u> field.However setting him/her is not mandatory. Alternatively, it is possible to assign specific tasks to ''[[Glossary|resources]]'' by using the <u>''Ticket Activities''</u> tab.
  
 
|-
 
|-
−
| <u>''Ticket Details''</u> || <u>Description</u> || To provide a more detailed description of the ''[[Glossary|incident]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.
+
| <u>''Ticket Details''</u> || <u>Description</u> || To provide a more detailed description of the ''[[Glossary|problem]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]]'' who has updated.
  
 
|-
 
|-
−
| <u>''Ticket Details''</u> || <u>Analysis</u> || To provide the analysis of the cause(s) of the ''[[Glossary|incident]]''. ||This field is only visible to service desk and technical team members.
+
| <u>''Ticket Details''</u> || <u>Analysis</u> || To provide the analysis of the cause(s) of the ''[[Glossary|problem]]''. ||This field is only visible to service desk and technical team members.
  
 
An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
 
An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
  
 
|-
 
|-
−
| <u>''Ticket Details''</u> || <u>Solution</u> || To describe the solution applicable to the ''[[Glossary|incident]]''. ||This field is only visible to service desk and technical team members.
+
| <u>''Ticket Details''</u> || <u>Solution</u> || To describe the solution applicable to the ''[[Glossary|problem]]''. ||This field is only visible to service desk and technical team members.
  
 
An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
 
An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
  
 
|-
 
|-
−
| <u>''Ticket Details''</u> || <u>Comments</u> || To provide comments helpful for the analysis and/or resolution of the ''[[Glossary|incident]]'' or for future memory (e.g. continual improvement).. ||This field is only visible to service desk and technical team members.
+
| <u>''Ticket Details''</u> || <u>Comments</u> || To provide comments helpful for the analysis and/or resolution of the ''[[Glossary|problem]]'' or for future memory (e.g. continual improvement).. ||This field is only visible to service desk and technical team members.
  
 
An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
 
An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
  
 
|-
 
|-
−
| <u>''Ticket Details''</u> || <u>Comments for Requester</u> || To provide comments to the requester of the ''[[Glossary|incident]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
+
| <u>''Ticket Details''</u> || <u>Comments for Requester</u> || To provide comments to the requester of the ''[[Glossary|problem]]''. ||An auto tracking field is used enabling to view the ''[[Glossary|user]] ''who has updated.
  
 
This field is not the only way to interact with the requester. To this aim messages, manage via the <u>''Messages''</u> tab, can be very useful
 
This field is not the only way to interact with the requester. To this aim messages, manage via the <u>''Messages''</u> tab, can be very useful
Riga 348: Riga 391:
 
|}
 
|}
  
−
Fields can be mandatory to save the ''[[Glossary|incident]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.
+
Fields can be mandatory to save the ''[[Glossary|problem]]'' in some [[Glossary|''workflow statuses'']]. These fields are highlighted with a red asterisk.
  
 
== Views ==
 
== Views ==
Riga 354: Riga 397:
  
 
{| class="wikitable"
 
{| class="wikitable"
−
! View !! Content !! Requester !! Service desk !! Technical team
+
! View !! Content !! Requester !! Problem owner !! Technical team !! Service manager
 +
 
 +
|-
 +
| Problems resolved || ''[[Glossary|Problems]]'' in statuses "Resolved", "Major Problem Review".  || X ||  || ||
 +
 
 +
|-
 +
| Problems requested || ''[[Glossary|Problems]]'' in status "Requested".  ||  || 
 +
|| ||X
  
 
|-
 
|-
−
| Incidents resolved || ''[[Glossary|Incidents]]'' in status "Resolved".  || X || ||  
+
| Problems owned || ''[[Glossary|Problems]] ''in status "Problem Assigned", "Problem in Analysis", "Problem in Resolution", "Resolved" and "Major Problem Review" where <u>Owner</u> is the logged ''[[Glossary|resource]].''  || || X
 +
|| ||
  
 
|-
 
|-
−
| Incidents opened || ''[[Glossary|Incidents]]'' in status "Opened".  || || X
+
| Problems routed to my team || ''[[Glossary|Problems]]'' in status "Problem Assigned", "Problem in Analysis", "Problem in Resolution" where <u>Solution Group</u> is the ''[[Glossary|solution group]]'' to which the logged ''[[Glossary|resource]]'' belongs to.   || ||  
−
||
+
|| X ||
  
 
|-
 
|-
−
| Incidents owned || ''[[Glossary|Incidents]] ''in status "Opened", "In Charge" and "Resolved" where <u>Owner</u> is the logged ''[[Glossary|resource]].''  || || X
+
| Problems assigned to me || ''[[Glossary|Problems]]'' in status "Problem Assigned", "Problem in Analysis", "Problem in Resolution" where the <u>Ticket Worker</u> is the logged ''[[Glossary|resource]]''.    || ||  
−
||
+
|| X ||
  
 
|-
 
|-
−
| Incidents routed to my team || ''[[Glossary|Incidents]]'' in status "In Charge" where <u>Solution Group</u> is the ''[[Glossary|solution group]]'' to which the logged ''[[Glossary|resource]]'' belongs to.    ||  || X
+
| Problems suspended || ''[[Glossary|Problems]]'' in status "Suspended".    ||  || X
−
|| X
+
||  ||X
  
 
|-
 
|-
−
| Incidents assigned to me || ''[[Glossary|Incidents]]'' in status "In Charge" where the <u>Ticket Worker</u> is the logged ''[[Glossary|resource]]''.    ||  || X
+
| Major problems to review || ''[[Glossary|Problems]]'' in status "Major Problem Review".    ||  || X
−
|| X
+
||  ||X
  
 
|}
 
|}
  
−
Additionally, the following ''[[Glossary|views]]'' are made available in the '''''Incident''''' menu for all the organizational roles:
+
Additionally, the following ''[[Glossary|views]]'' are made available in the '''''Problem''''' menu for all the organizational roles:
  
 
{| class="wikitable"
 
{| class="wikitable"
Riga 383: Riga 434:
  
 
|-
 
|-
−
| Incidents active || ''[[Glossary|Incidents]]'' in status "Opened", "In Charge", "Resolved"
+
| Problems active || ''[[Glossary|Problems]]'' in status "Requested", "Problem Assigned", "Problem in Analysis", "Problem in Resolution", "Resolved" and "Major Problem Review".
  
 
|-
 
|-
−
| Incidents suspended || ''[[Glossary|Incidents]]'' in status "Suspended
+
| Problems suspended || ''[[Glossary|Problems]]'' in status "Suspended
  
 
|-
 
|-
−
| Incidents closed || ''[[Glossary|Incidents]]'' in status "Closed"
+
| Problems closed || ''[[Glossary|Problems]]'' in status "Closed"
  
 
|-
 
|-
−
| Incidents cancelled || ''[[Glossary|Incidents]]'' in status "Cancelled"
+
| Problems cancelled || ''[[Glossary|Problems]]'' in status "Cancelled"
  
 
|}
 
|}
Riga 402: Riga 453:
  
 
|-
 
|-
−
|An ''[[Glossary|incident]] ''is opened || ''[[Glossary|Solution group ]]''members'' ''of "Service Desk" || Alert that there is an ''[[Glossary|incident]]'' to manage.
+
|A ''[[Glossary|problem]] ''is requested || Service manager || Alert that there is an ''[[Glossary|problem]]'' to assign for resolution.
 +
 
 +
|-
 +
|A ''[[Glossary|problem]] ''is assigned a owner || Problem owner || Alert that the ''[[Glossary|problem]]'' was assigned to him/her.
  
 
|-
 
|-
−
|An ''[[Glossary|incident]] ''is taken in charge || The ''[[Glossary|incident]]'' creator || Alert that someone has started to work on the ''[[Glossary|incident]]''.
+
|A ''[[Glossary|solution group]] ''is assigned or changed for the ''[[Glossary|problem]]'' || ''[[Glossary|Solution group manager]]'' || Alert that there are resource(s) to allocate to manage the ''[[Glossary|problem]]''.
  
 
|-
 
|-
−
|An ''[[Glossary|incident]] ''is resolved || The ''[[Glossary|incident]] ''creator || Alert that the ''[[Glossary|incident]] ''is resolved.
+
|A ''[[Glossary|problem]] ''review shall be executed (the ''[[Glossary|problem]]'' is in ''[[Glossary|workflow status]]'' "Resolved" and the Major Problem field is set to "Yes") || Problem owner, service manager || Alert that a ''[[Glossary|problem]]'' review is to be done.
  
 
|-
 
|-
−
|A ''[[Glossary|solution group]]'' is assigned or changed for the ''[[Glossary|incident]]'' || ''[[Glossary|Solution group manager]]'' || Alert that there is a resource to allocate to manage the ''[[Glossary|incident]]''.
+
|An ''[[Glossary|problem]] ''is resolved || The ''[[Glossary|problem]] ''creator, the requester || Alert that the ''[[Glossary|problem]] ''is resolved.
  
 
|-
 
|-
Riga 417: Riga 471:
  
 
|-
 
|-
−
|An ''[[Glossary|incident]] ''is suspended || The ''[[Glossary|incident]] ''creator || Alert that the ''[[Glossary|incident]] ''is suspended.
+
|A ''[[Glossary|problem]] ''is suspended || The ''[[Glossary|problem]] ''creator, the requester, the service manager, the problem owner || Alert that the ''[[Glossary|problem]] ''is suspended.
  
 
|-
 
|-
−
|An ''[[Glossary|incident]] ''is closed || ''[[Glossary|Solution group]] ''members of "Service Desk" || Alert that the ''[[Glossary|incident]]'' has been closed.
+
|An ''[[Glossary|problem ]]''is closed || The ''[[Glossary|problem]]''c reator, the requester, the service manager, the problem owner || Alert that the ''[[Glossary|problem]]'' has been closed.
  
 
|-
 
|-
−
|An ''[[Glossary|incident]] ''is cancelled || The ''[[Glossary|incident]] ''creator || Alert that the ''[[Glossary|incident]]'' has been cancelled.
+
|An ''[[Glossary|problem]] ''is cancelled || The ''[[Glossary|problem]] ''creator, the requester, the service manager, the problem owner || Alert that the ''[[Glossary|problem]]'' has been cancelled.
  
 
|}
 
|}
  
 
== Reporting ==
 
== Reporting ==
−
A set of standard reports are made available for the ''[[Glossary|incident management]]'' process. It is not required to have the [[Glossary|REP]] ''[[Glossary|module]]'' to use them, however the [[Glossary|''module'']] is required if new or changed reports are needed. The available reports are placed under '''''Incident/Reporting''''' menu.
+
A set of standard reports are made available for the ''[[Glossary|problem management]]'' process. It is not required to have the [[Glossary|REP]] ''[[Glossary|module]]'' to use them, however the [[Glossary|''module'']] is required if new or changed reports are needed. The available reports are placed under '''''Problem/Reporting''''' menu.
  
 
The following table lists the reports available by default and their visibility:
 
The following table lists the reports available by default and their visibility:
Riga 436: Riga 490:
  
 
|-
 
|-
−
|Incident per priority - trend || An histogram showing the ''[[Glossary|incident]]'' volumes per priority monthly trend. || Service desk and technical team members.
+
|Problem per priority - trend || An histogram showing the ''[[Glossary|problem]]'' volumes per priority monthly trend. || Service managers and technical team members.
  
 
|-
 
|-
−
|Incident per priority - volume || A pie containing the split of ''[[Glossary|incidents]]'' per priority. || Service desk and technical team members.
+
|Problem per priority - volume || A pie containing the split of ''[[Glossary|problems]]'' per priority. || Service managers and technical team members.
  
 
|-
 
|-
−
|Incident per service - trend || An histogram showing the ''[[Glossary|incident]] ''volumes per ''[[Glossary|service]]'' monthly trend. || Service desk and technical team members.
+
|Problem per service - trend || An histogram showing the ''[[Glossary|problem]] ''volumes per ''[[Glossary|service]]'' monthly trend. || Service managers and technical team members.
  
 
|-
 
|-
−
|Incident per service - volume || A pie containing the split of ''[[Glossary|incidents]] ''per ''[[Glossary|service]]''. || Service desk and technical team members.
+
|Problem per service - volume || A pie containing the split of ''[[Glossary|problems]] ''per ''[[Glossary|service]]''. || Service managers and technical team members.
  
 
|-
 
|-
−
|Incident per service/priority - volume || An histogram showing the ''[[Glossary|incidents]]'' volume per ''[[Glossary|service]]'' and priority. || Service desk and technical team members.
+
|Problem per service/priority - volume || An histogram showing the ''[[Glossary|incidents]]'' volume per ''[[Glossary|service]]'' and priority. || Service managers and technical team members.
  
 
|-
 
|-
−
|Incident - in charge time || A pie showing the percentage of ''[[Glossary|incidents]] ''respecting the target defined for the take "In charge time"* ''[[Glossary|objective]]'' (the time elapsed from the "Opened" to the "In Charge" ''[[Glossary|workflow status]]''. || Service desk and technical team members.
+
|Problem - assign time || A pie showing the percentage of ''[[Glossary|problems]] ''respecting the target defined for the take "assign time"* ''[[Glossary|objective]]'' (the time elapsed from the "Requested" to the "Problem Assigned" ''[[Glossary|workflow status]]''. || Service managers and technical team members.
  
 
|-
 
|-
−
|Incident per priority - resolution time || An histogram showing, per priority, the percentage of ''[[Glossary|incidents]]'' respecting the target defined for the "Resolution time"* ''[[Glossary|objective]]'' (the time elapsed from the "In Charge" to the "Resolved" ''[[Glossary|workflow status]]''. || Service desk and technical team members.
+
|Problem per priority - resolution time || An histogram showing, per priority, the percentage of ''[[Glossary|problems]]'' respecting the target defined for the "Resolution time"* ''[[Glossary|objective]]'' (the time elapsed from the "Problem Assigned" to the "Resolved" ''[[Glossary|workflow status]]''. || Service managers and technical team members.
  
 
|}
 
|}
−
<nowiki>*</nowiki> "In charge time" and "Resolution time" [[Glossary|objectives]] are defined within the ''[[Glossary|OCE]]'' ''[[Glossary|module]]''.
+
<nowiki>*</nowiki> "Assign time" and "Resolution time" [[Glossary|objectives]] are defined within the ''[[Glossary|OCE]]'' ''[[Glossary|module]]''.
  
−
A basic form of reporting is also provided by ''[[Glossary|views]]. ''Views basically allow to list ''[[Glossary|incidents]]'' and their attributes but may also be configured to calculates sums, averages on some of them.'' ''The available ''[[Glossary|views]]'' are illustrated in the dedicated [[Incident Management#Views|section]] of this page.
+
A basic form of reporting is also provided by ''[[Glossary|views]]. ''Views basically allow to list ''[[Glossary|problems]]'' and their attributes but may also be configured to calculates sums, averages on some of them.'' ''The available ''[[Glossary|views]]'' are illustrated in the dedicated [[Incident Management#Views|section]] of this page.
  
 
== Examples of use ==
 
== Examples of use ==
−
In this section some examples of use of the configured'' [[Glossary|incident management]]'' process are given.
+
In this section some examples of use of the configured'' [[Glossary|problem management]]'' process are given.
  
−
If you get lost, any time use the '''EXPLORE WORKFLOW''' command of the ''[[Glossary|incident]]'' management form. This enables to view the status of the ''[[Glossary|workflow]]'' as shown in the figure below. By clicking on a relationship between ''[[Glossary|workflow statuses]]'', ''[[Glossary|roles]]'' and ''[[Glossary|users]]'' enabled to perform it are presented.
+
If you get lost, any time use the '''EXPLORE WORKFLOW''' command of the ''[[Glossary|problem]]'' management form. This enables to view the status of the ''[[Glossary|workflow]]'' as shown in the figure below. By clicking on a relationship between ''[[Glossary|workflow statuses]]'', ''[[Glossary|roles]]'' and ''[[Glossary|users]]'' enabled to perform it are presented.
 
[[File:Explore Workflow IM v1.0.JPG|centre|thumb|848x848px|Explore Workflow window]]
 
[[File:Explore Workflow IM v1.0.JPG|centre|thumb|848x848px|Explore Workflow window]]
 
'''<u>NOTE</u>''': the '''EXPLORE WORKFLOW '''command is available only if the ''[[Glossary|ticket]]'' is first saved.
 
'''<u>NOTE</u>''': the '''EXPLORE WORKFLOW '''command is available only if the ''[[Glossary|ticket]]'' is first saved.
Riga 470: Riga 524:
 
For more information on how to use any workflows, including incident management, please refer to the [[workflow execution guide]].
 
For more information on how to use any workflows, including incident management, please refer to the [[workflow execution guide]].
  
−
=== Create a new ''[[Glossary|incident]] ''as a final user ===
+
=== Create and request a new ''[[Glossary|problem]] ''as a technical team member ===
−
# Login as "finaluser" ''[[Glossary|user]]''
+
# Login as "appspecialist" ''[[Glossary|user]]''
 
# Activate the '''''Self Service''''' menu
 
# Activate the '''''Self Service''''' menu
−
# Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Incident" as ''self service request ''(this determines the creation of a new ''[[Glossary|incident]]'')
+
# Choose a ''[[Glossary|self service topic]]'', ''[[Glossary|self service category]]'' and finally "Problem" as ''self service request ''(this determines the creation of a new ''[[Glossary|problem]]'')
−
#Fill the ''[[Glossary|incident]]'' form, at least with mandatory form and save with the '''SAVE''' command
+
#Fill the ''[[Glossary|problem]]'' form, at least with mandatory fields, and save with the '''SAVE''' command
−
You have now saved the ''[[Glossary|incident]]'', take note of the ''[[Glossary|ticket]]'' number for further reference or use.
+
You have now saved the ''[[Glossary|problem]]'', take note of the ''[[Glossary|ticket]]'' number for further reference or use.
−
 
 
−
=== Take in charge an ''[[Glossary|incident]]'' as service desk member ===
 
−
#Login as "sdspecialist" (therefore a service desk member)
 
−
# Open the the desired ''[[Glossary|incident]]''; you can do it quickly either by
 
−
#* Access the ''[[Glossary|views]]'' in the ''<u>Tickets</u>'' window of the home page and pick an ''[[Glossary|incident]]'' among those listed in ''[[Glossary|workflow status]]'' "Opened"
 
−
#* Access the '''''Incident/Incident active '''''menu and pick an ''[[Glossary|incident]] ''in'' [[Glossary|workflow status]] ''"Opened"'' ''among those listed
 
−
#* Insert the reference number of an ''[[Glossary|incident]]'' in ''[[Glossary|workflow status]]'' "Opened" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
 
−
# Take in charge the ''[[Glossary|incident]]'' by
 
−
#* Pressing the '''SAVE & NEXT''' command
 
−
#* Choose the "1. Take In Charge" ''[[Glossary|workflow transition]] ''
 
−
#* Fill the ''[[Glossary|incident]]'' form and save with the '''SAVE''' command
 
−
The incident is now in ''[[Glossary|workflow status]]'' "In Charge".
 
−
 
 
−
=== Resolve an [[Glossary|incident]] as service desk member ===
 
−
# Login as "sdspecialist" (therefore a service desk member)
 
−
# Open the the desired ''[[Glossary|incident]]''; you can do it quickly either by
 
−
#* Access the ''[[Glossary|views]] ''in the ''<u>Tickets</u> ''window of the home page and pick an ''[[Glossary|incident]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
 
−
#*  Access the '''''Incident/Incident active '''''menu and pick an ''[[Glossary|incident]] ''in ''[[Glossary|workflow status]] ''"In Charge" among those listed
 
−
#* Insert the reference number of an ''[[Glossary|incident]] ''in ''[[Glossary|workflow status]]''"In Charge" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
 
−
# Update ''[[Glossary|incident]] ''information (at least fill mandatory fields for resolution, <u>Analysis</u> and <u>Solution</u>)
 
−
# Set the incident in "Resolved" ''[[Glossary|workflow status]]''
 
−
#* Press the '''SAVE & NEXT '''command
 
−
#* Choose the "1. Resolve" ''[[Glossary|workflow transition]]'' and press the '''APPLY & SAVE''' command
 
−
The incident is now in ''[[Glossary|workflow status]]''"Resolved".
 
  
−
=== Route an ''[[Glossary|incident]]'' to a technical team ===
+
=== Assign a ''[[Glossary|problem]]'' for resolution as a service manager ===
−
# Login as "sdspecialist" (therefore as a service desk member)
+
#Login as "servicemanager"
−
# Open the the desired ''[[Glossary|incident]]''; you can do it quickly either by
+
# Open the the desired ''[[Glossary|problem]]''; you can do it quickly either by
−
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and pick an ''[[Glossary|incident]] ''among those listed in ''[[Glossary|workflow status]]''"In Charge"
+
#* Access the "Problems Requested" ''[[Glossary|view]]'' in the ''<u>Tickets</u>'' area of the home page and pick a ''[[Glossary|problem]]''  
−
#* Access the '''''Incident/Incident active '''''menu and pick an ''[[Glossary|incident]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
+
#* Access the '''''Problem/Problems active '''''menu and pick a ''[[Glossary|problem]] ''in'' [[Glossary|workflow status]] ''"Requested"'' ''among those listed
−
#* Insert the reference number of an ''[[Glossary|incident]] ''in ''[[Glossary|workflow status]] ''"In Charge" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
+
#* Insert the reference number of a ''[[Glossary|problem]]'' in ''[[Glossary|workflow status]]'' "Requested" in '''Quick Search''', after selecting the ''[[Glossary|search context]]'' "Ticket"
−
# Update <u>Solution Group</u>'' ''field with the technical team you want to assign
+
# Assign the key roles
−
# Save with the '''SAVE''' command
+
#* Fill the ''[[Glossary|problem]] ''form with <u>Owner</u>, <u>Solution Group</u> and, may be, <u>Master Solution Group</u>, <u>Ticket Worker</u>,
−
At step 3, you might also want to set a specific member among those of the select technical team by defining the <u>Ticket Worker</u>.
+
#*  Pressing the '''SAVE & NEXT''' command, choose the "1. Assign ticket" ''[[Glossary|workflow transition]] ''
 +
The ''[[Glossary|problem]]'' is now in ''[[Glossary|workflow status]]'' "Problem Assigned".
  
−
=== Take in charge an ''[[Glossary|incident]]'' as a technical team member ===
+
=== Monitor and control a ''[[Glossary|problem]] ''as problem owner ===
−
# Login as a technical team member (for available logins, refer to the [[Incident Management|Role]] section of this page)
+
# Login as a ''[[Glossary|user]]'' owning a ''[[Glossary|problem]]'' (see assign a ''[[Glossary|problem]]'' for resolution as a service manager described previously)
−
# Open the the desired ''[[Glossary|incident]]''; you can do it quickly either by
+
# Open the desired ''[[Glossary|problem]]''; you can do it quickly either by
−
#* Access the ''[[Glossary|views]] ''in the ''Tickets ''window of the home page and pick an ''[[Glossary|incident]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
+
#* Access the ''[[Glossary|views]] ''in the ''<u>Tickets</u> ''area of the home page and pick a ''[[Glossary|problem]] ''among those listed in ''[[Glossary|workflow status]] ''"Problem Assigned", "Problem in Analysis", "Problem in Resolution" where the ''[[Glossary|user]]'' is owner
−
#*  Access the '''''Incident/Incident active '''''menu and pick an ''[[Glossary|incident]] ''among those listed in ''[[Glossary|workflow status]] ''"In Charge"
+
#* Access the '''''Problem/Problems active '''''menu and pick a ''[[Glossary|problem]] ''among those listed in ''[[Glossary|workflow status]] ''"Problem Assigned", "Problem in Analysis", "Problem in Resolution" where the ''[[Glossary|user]] ''is owner
−
#* Insert the reference number of an ''[[Glossary|incident]] ''in ''[[Glossary|workflow status]] ''"In charge" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
+
#* Insert the reference number of a ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Problem Assigned", "Problem in Analysis", "Problem in Resolution" where the ''[[Glossary|user]] ''is owner in '''Quick Search''', after selecting the ''[[Glossary|search context]]''" Ticket"
−
# Press '''SET ME AS TICKET WORKER''' command
+
# Update some fields (e.g. <u>Analysis</u> or <u>Solution</u>)
−
#  Press '''SAVE''' command
+
# Pressing the '''SAVE & NEXT '''command, choose a transition to update the ''[[Glossary|workflow status]]''
 +
=== Analyse and resolve a [[Glossary|problem]] as a technical team member ===
 +
# Login as a technical team member working on the ''[[Glossary|problem]]''  ([[Incident Management|<nowiki/>]]<nowiki/>see assign a ''[[Glossary|problem]]'' for resolution described previously)
 +
# Open a ''[[Glossary|problem]] ''in status'' ''"Problem in Analysis"; you can do it quickly either by
 +
#* Access the ''[[Glossary|views]] ''in the ''<u>Tickets</u> ''window of the home page and pick a ''[[Glossary|problem]] ''among those listed in ''[[Glossary|workflow status]] ''"Problem in Analysis"
 +
#*  Access the '''''Problem/Problems active '''''menu and pick a ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Problem in Analysis"
 +
#* Insert the reference number of a ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Problem in Analysis"
 +
# Optionally update ''[[Glossary|problem]] ''information (for example <u>Analysis</u> and <u>Solution</u> fields)
 +
# Save the problem by pressing '''SAVE''' command
 +
# Send a message to the problem owner to notice the progress you made (use the tab <u>''Messages''</u> of the ''[[Glossary|ticket]]'').
 +
=== Perform a major ''[[Glossary|problem]]'' review as a service manager ===
 +
# Login as "servicemanager"
 +
# Open the the desired ''[[Glossary|problem]]''; you can do it quickly either by
 +
#* Access the ''[[Glossary|view]] ''"Major Problem to Review"in the ''<u>Tickets</u> ''window of the home page and pick a ''[[Glossary|problem]] ''
 +
#*  Access the '''''Problem/Problems active '''''menu and pick a ''[[Glossary|Problem]] ''among those listed in ''[[Glossary|workflow status]] ''"Major Problem Review"
 +
#* Insert the reference number of a ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Major Problem Review" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
 +
# Update some fields (e.g. <u>Comments</u>, or add a review report as attachment)
 +
#  Pressing the '''SAVE & NEXT '''command, choose the "1. Close" ''[[Glossary|workflow transition]]''
 +
The ''[[Glossary|problem]]'' is now in workflow status "Closed".
  
−
=== Close an ''[[Glossary|incident]]'' as a final user ===
+
=== Close a ''[[Glossary|problem]]'' as a problem owner ===
−
# Login as "finaluser"
+
# Login as a ''[[Glossary|user]] ''owning a ''[[Glossary|problem]] ''(see assign a ''[[Glossary|problem]] ''for resolution as a service manager described previously) which is not major
−
# Open the the desired ''[[Glossary|incident]]''; you can do it quickly either by
+
# Open the the desired ''[[Glossary|problem]] ''(one which is not major); you can do it quickly either by
−
#* Access the "Incident resolved" ''[[Glossary|view]] ''in the ''Tickets ''window of the home page and pick an ''[[Glossary|incident]] ''among those listed
+
#* Access the "Problems resolved" ''[[Glossary|view]] ''in the ''<u>Tickets</u> ''area of the home page and pick a ''[[Glossary|problem]] ''among those listed where the ''[[Glossary|user]]'' is owner
−
#* Insert the reference number of an ''[[Glossary|incident]] ''in ''[[Glossary|workflow status]]''"Resolved" in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
+
#* Insert the reference number of an ''[[Glossary|problem]] ''in ''[[Glossary|workflow status]] ''"Resolved" where the ''[[Glossary|user]]'' is owner in '''Quick Search''', after selecting the ''[[Glossary|search context]] ''"Ticket"
−
# Close the ''[[Glossary|incident]] ''by
+
# Close the ''[[Glossary|problem]] ''by
 
#* Pressing the '''SAVE & NEXT '''command
 
#* Pressing the '''SAVE & NEXT '''command
−
#* Choose the "1. Close" ''[[Glossary|workflow transition]]''
+
#* Choosing the "1. Close" ''[[Glossary|workflow transition]]''
−
The incident is now in ''[[Glossary|workflow status]] ''"Closed".
+
The ''[[Glossary|problem]]'' is now in ''[[Glossary|workflow status]] ''"Closed".

Versione attuale delle 15:21, 7 mag 2017

Problem Management process is supported by a SM workflow cartridge that enables the execution of the process according to the ITIL and ISO/IEC 20000 guidelines.

Of course the preconfigured process (the workflow cartridge) is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the Workflow Engine guide may be useful.

IMPORTANT NOTE: the configuration below is only one of the possible configuration to deal with the problem management process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.

Operational model

The preconfigured process has the objective to facilitate and support the resolution of problems or the provision of workarounds. At the core of the process configuration is the following operational model.

Problem Management operational model

The requester, typically a member of the service desk or a technical team requires to open a problem. This may happen reactively (as a consequence of dealing with an incident) or proactively (in order to avoid future incidents). The problem is opened on a service and the service manager takes in charge it in order to coordinate the initial classification, prioritization and analysis. In this phase a problem owner is assigned who will coordinate the following steps of the process where workarounds and solutions for the problem.

Roles

For this process, the following organizational roles are defined:

Organizational role Description itmSUITE® role mapping
Requester
  • Opens problems on behalf of himself/herself or for a third party
 This role is assigned to members of service desk (users belonging to group "Service Desk") and to members of the technical teams (see Technical team member role).
Problem owner
  • Assigns the problem for analysis and resolution
  • Watches over and monitors the problem along all its life cycle ensuring target service levels are achieved
  • Activates escalation/ routing/ requests
  • Manages all the communications with the requester
  • Checks the implemented resolution and sets the problem to resolved
  • Closes the problem
 Role assigned by the service manager to himself/herself or to a technical team member.
Technical team member
  • He/she receives the notification on the assignment of an activity concerning a problem (e.g. conducting the analysis and finding a resolution or workaround for it)
  • Carries out the assigned tasks
  • Notices when completed or unable to complete
 There are several technical teams predefined for different domains. The following table shows which users are members of each team.
Domain Solution group Member

users

Application management "Application Management" "AppManager"

"AppSpecialist"

Personal devices management "Personal Management" "PersonalManager"

"PersonalSpecialist"

Network management "Network Management" "NetManager"

"NetSpecialist"

Server management "Server Management" "ServerManager"

"ServerSpecialist"

Technical team manager
  • Receives the notification about the assignment of the problem to his/her team in order to find a resolution or workaround for it
  • Assign the member of his/her team who should work on it (this can be done by setting the ticket worker or creating and assigning ticket activities)
  • Watches over and monitors the work of his/her team
 There are several technical teams predefined for different domains. The following table shows which users are set as solution group manager for each domain.
Domain Solution group Solution group manager
Application management "Application Management" User "AppManager".
Personal devices management "Personal Management" User "Personal Manager".
Network management "Network Management" User "NetManager".
Server management "Server Management" User "ServerManager".
Service manager
  • Takes in charge and assigns the problem owner
  • Monitors how the problems are evolving for the service(s) he/she is responsible for
 This role is mapped on a system resource with user of user type "Project/Service Manager". There are different service managers configured for specific services. See Services section in this page for further information.

In some organizational contexts, the role of the service manager may be played by the manager of a dedicated problem management team, mapped on a specific group and the role of problem owner by a member of this team.

Process

As for all workflows, new problems can be created by using the self service portal, accessible by means of Self Service menu.

The following requests which trigger a new instance of the problem management process are configured and available to all organizational roles in the self service portal:

Self service topic Self service category Self service request Authorized roles
"Applications" "itmCLOUD" "Problem" (open a problem) Requesters and service managers.
"Personal Devices" "Personal Computers" "Problem" (open a problem) Requesters and service managers.
"Personal Devices" "Peripherals" "Problem" (open a problem) Requesters and service managers.
"Personal Devices" "Telephony" "Problem" (open a problem) Requesters and service managers.
"Network" "Networking Management" "Problem" (open a problem) Requesters and service managers.
"Technical Services" "Server Management" "Problem" (open a problem) Requesters and service managers.

A problem may also be automatically opened during the execution of an incident management process by the resources dealing with it.

A workflow is configured to support the problem management process. The workflow is characterized by workflow statuses and workflow transitions. The figure below illustrates the process.

Problem management process.

The table below explains the meaning of each workflow status.

Workflow status Description
"Default" A preliminary status which is displayed when a problem is created.
"Opened" The problem has been recorded and activities to resolve it started.
"Requested" The problem is confirmed and the service manager may start to analyse it and assigns the problem owner.
"Problem Assigned" The problem is assigned a problem owner and the analysis activities plan is defined.
"Problem in Analysis" The problem owner coordinates the analysis. The root cause is investigated and found. Workarounds may be found too. Finally a plan to implement the resolution is prepared.
"Problem in Resolution" The plan to implement the problem resolution is executed. A change may be opened at this stage.
"Cancelled" The problem is not confirmed and, therefore, cancelled.
"Resolved" The problem is resolved, meaning that the plan to implement a resolution is positively concluded.
"Suspended" The problem execution is temporarily suspended. In this status service levels calculation are suspended too.
"Major Problem Review" In case of major problem, in this status a review is performed.
"Closed" The problem closure has been confirmed. No other changes are possible.

And finally the table below explains the roles authorized to execute the workflow transitions.

Source status Destination status Authorized executors Comment
"Default" "Opened" Requesters, technical team members, service managers. See the self service portal configuration previously described.
"Opened" "Requested" Requester, service manager.


"Opened" "Cancelled" Requester, service manager.
"Requested" "Opened" Requester, service manager..
"Requested" "Cancelled" Requester, service manager.
"Requested" "Suspended" Service manager.
"Suspended" "Requested" Service manager.
"Problem Assigned" "Problem in Analysis" Problem owner, service manager.
"Problem Assigned" "Suspended" Problem owner, service manager.
"Suspended" "Problem Assigned" Problem owner, service manager.
"Problem Assigned" "Cancelled" Problem owner, service manager.
"Problem in Analysis" "Suspended" Problem owner, service manager.
"Suspended" "Problem in Analysis" Problem owner, service manager.
"Problem in Analysis" "Problem in Resolution" Problem owner, service manager.
"Problem in Resolution" "Problem in Analysis" Problem owner, service manager.
"Problem in Analysis" "Cancelled" Problem owner, service manager.
"Problem in Resolution" "Cancelled" Problem owner, service manager.
"Problem in Resolution" "Resolved" Problem owner, service manager.
"Problem in Resolution" "Suspended" Problem owner, service manager.
"Resolved" "Major Problem Review" Automatic The workflow transition is automatically performed when the field Major Problem is set to "Yes".
"Requested" "Problem Assigned" Service manager.
"Major Problem Review" "Closed" Problem owner, service manager. Any related incident is set to closed (workflow status "Resolved" in incident management) and any related known error is unpublished (workflow status "Known Error Unpublished" in known error management).
"Suspended" "Problem in Resolution" Problem owner, service manager.
"Resolved" "Closed" Requester, problem owner, service manager. Any related incident is set to closed (workflow status "Resolved" in incident management) and any related known error is unpublished (workflow status"Known Error Unpublished" in known error management).

Related processes

Several other IT Service Management processes are related to the problem management one. Some basic interfaces are provided. The tab Related Items of the problem and, in particular, the sub tab Tickets of it allows to view all the existing between the problem and other processes (managed through tickets).

Incident management

It is possible to create a problem from the incident management process or to relate an existing problem to an incident and vice versa.

Change management

It is possible to create a new change, managed via the change management process. The GENERATE CHANGE command allows to instantiate a new change by copying some problem information and by creating a relationship between the problem and the generated change.

Asset management and configuration management

It is possible to relate configuration items to a problem by using the tab Related Items and, in particular, the sub tab Configuration Items. The ASM and/or CMS modules features are made available here (e.g. view of configuration item details, configuration exploration or impact analysis).

Known error management

It is possible to create a new known error, managed via the known error management process. The GENERATE KE command allows to instantiate a new known error by copying some problem information and by creating a relationship between the problem and the generated knonw error.

Release and deployment management

A release may include the solution of one or more problems even if this may happen rarely (more frequently a release includes changes generated to resolve problems and related to them, The relationship between a release and and problems is more frequently created working from the release. In any case, this can be done from the tickets tab Related Items and, in particular, the sub tab Configuration Items by using the ADD EXISTING or SELF SERVICE commands.

Services

Different services are configured for different problem domain areas as illustrated in the following table.

Problem domain areas Service Service manager
Application management Only one application, and the related service ("itmCLOUD") is configured. The user "servicemanager" is configured as service manager.
Personal devices management "Personal Device Management". The user "personalmanager" is configured as service manager.
Network management "Network Management" The user "netmanager" is configured as service manager.
Server management "Server Management" The user "servermanager" is configured as service manager.

Management information

Many management information are available as fields in the problem management configured form. The following table illustrates the intended use of key information and its behaviour. NOTE: information are available (visible) and can be modified according to a specific configuration which is meant to be suitable for the organizational roles involved in the process.

Information group or tab Field Purpose Comments
General Information Ticket Op Status To show the operational status of the problem, see workflow statuses in Process section of this page. Status changes are performed by means of the Save&Next command.
General Information Request Name To show the SRCS request invoked
General Information Short Description To provide a short description of the problem. Always visible.
General Information Requester To identify the name of the requester (who has requested the problem). A list is presented, influenced by.... TBC
General Information Creation Date To show the date and time the problem was created. This information is automatically recorded and cannot be manually changed. See History tab for more detailed tracking information.
General Information Edit Date To show the date and time the problem was last updated. This information is automatically recorded and cannot be manually changed. See History tab for more detailed tracking information.
General Information Creation User To show the user who created the problem. This information is automatically recorded and cannot be manually changed. See History tab for more detailed tracking information.
General Information Edit User To show the user who updated the problem last. This information is automatically recorded and cannot be manually changed. See History tab for more detailed tracking information.
Ticket Classification Project/Service To show the service (or project) to which the problem is related. This is automatically set at open time and can't be modified.
Ticket Classification Ticket Type To show the type of workflow executed. This is automatically set at open time and can't be modified.
Ticket Classification Problem type To enter the information whether the problem is reactive (opened as a consequence of one or more incidents) or proactive (opened to avoid potential incidents).
Ticket Classification Problem Classification To set the problem classification information (domain).This is used for statistic reasons. The classification information initially provided can be changed.
Ticket Classification Major Problem To show if the problem has to be considered major or not. This impacts the need of a final review (if major) or not.
Prioritisation & Planning Required Solution Date To provide the date of solution requested by the Requester. This is normally set for reactive problems, according to the related incidents priorities and status.
Prioritisation & Planning User Priority To provide the priority given to the problem by the Requester. A four level scale is set but it can be changed.
Prioritisation & Planning Ticket Urgency To define the urgency for the resolution. A three level scale is set but it can be changed.
Prioritisation & Planning Ticket Impact To define the impact on the business of the problem. A four level scale is set but it can be changed.
Prioritisation & Planning Ticket Priority To view the calculated priority of the problem. The priority is automatically set based on Ticket Urgency and Ticket Impact. The driving matrix can be configured.
Prioritisation & Planning Forecast Solution Date To set the forecasted resolution date and time for the problem.
Ownership and Groups Master SG To define the supervising team. This is set by the service manager and mandatory from the Ticket Op Status "Problem Assigned".

The team may change during the problem life cycle.

Ownership and Groups Solution Group To define the team to which the problem is assigned for analysis and/or resolution. This is set by the service manager and mandatory from the Ticket Op Status "Problem Assigned".

The team may change during the problem life cycle.

Ownership and Groups Owner To define who is the problem owner who should monitor the lifecycle of the problem. This is set by the service manager and mandatory from the Ticket Op Status "Problem Assigned". He/she can be changed by the service manager and the Owner him/herseilf.
Ownership and Groups Ticket Worker To set the resource who shall work in order to analyse and/or resolve the problem. If the analysis is performed by the problem owner, the Ticket Worker is normally not set. He/she is a member of the team defined in the Solution Group field.However setting him/her is not mandatory. Alternatively, it is possible to assign specific tasks to resources by using the Ticket Activities tab.
Ticket Details Description To provide a more detailed description of the problem. An auto tracking field is used enabling to view the user who has updated.
Ticket Details Analysis To provide the analysis of the cause(s) of the problem. This field is only visible to service desk and technical team members.

An auto tracking field is used enabling to view the user who has updated.

Ticket Details Solution To describe the solution applicable to the problem. This field is only visible to service desk and technical team members.

An auto tracking field is used enabling to view the user who has updated.

Ticket Details Comments To provide comments helpful for the analysis and/or resolution of the problem or for future memory (e.g. continual improvement).. This field is only visible to service desk and technical team members.

An auto tracking field is used enabling to view the user who has updated.

Ticket Details Comments for Requester To provide comments to the requester of the problem. An auto tracking field is used enabling to view the user who has updated.

This field is not the only way to interact with the requester. To this aim messages, manage via the Messages tab, can be very useful

Fields can be mandatory to save the problem in some workflow statuses. These fields are highlighted with a red asterisk.

Views

The following views are made available in the Tickets area of the home page:

View Content Requester Problem owner Technical team Service manager
Problems resolved Problems in statuses "Resolved", "Major Problem Review". X
Problems requested Problems in status "Requested". X
Problems owned Problems in status "Problem Assigned", "Problem in Analysis", "Problem in Resolution", "Resolved" and "Major Problem Review" where Owner is the logged resource. X
Problems routed to my team Problems in status "Problem Assigned", "Problem in Analysis", "Problem in Resolution" where Solution Group is the solution group to which the logged resource belongs to. X
Problems assigned to me Problems in status "Problem Assigned", "Problem in Analysis", "Problem in Resolution" where the Ticket Worker is the logged resource. X
Problems suspended Problems in status "Suspended". X X
Major problems to review Problems in status "Major Problem Review". X X

Additionally, the following views are made available in the Problem menu for all the organizational roles:

View Content
Problems active Problems in status "Requested", "Problem Assigned", "Problem in Analysis", "Problem in Resolution", "Resolved" and "Major Problem Review".
Problems suspended Problems in status "Suspended
Problems closed Problems in status "Closed"
Problems cancelled Problems in status "Cancelled"

Notifications

The following notifications are configured:

Trigger Recipients Purpose
A problem is requested Service manager Alert that there is an problem to assign for resolution.
A problem is assigned a owner Problem owner Alert that the problem was assigned to him/her.
A solution group is assigned or changed for the problem Solution group manager Alert that there are resource(s) to allocate to manage the problem.
A problem review shall be executed (the problem is in workflow status "Resolved" and the Major Problem field is set to "Yes") Problem owner, service manager Alert that a problem review is to be done.
An problem is resolved The problem creator, the requester Alert that the problem is resolved.
A ticket worker is assigned The assigned ticket worker Alert that there is work to be done.
A problem is suspended The problem creator, the requester, the service manager, the problem owner Alert that the problem is suspended.
An problem is closed The problemc reator, the requester, the service manager, the problem owner Alert that the problem has been closed.
An problem is cancelled The problem creator, the requester, the service manager, the problem owner Alert that the problem has been cancelled.

Reporting

A set of standard reports are made available for the problem management process. It is not required to have the REP module to use them, however the module is required if new or changed reports are needed. The available reports are placed under Problem/Reporting menu.

The following table lists the reports available by default and their visibility:

Report name Content Access
Problem per priority - trend An histogram showing the problem volumes per priority monthly trend. Service managers and technical team members.
Problem per priority - volume A pie containing the split of problems per priority. Service managers and technical team members.
Problem per service - trend An histogram showing the problem volumes per service monthly trend. Service managers and technical team members.
Problem per service - volume A pie containing the split of problems per service. Service managers and technical team members.
Problem per service/priority - volume An histogram showing the incidents volume per service and priority. Service managers and technical team members.
Problem - assign time A pie showing the percentage of problems respecting the target defined for the take "assign time"* objective (the time elapsed from the "Requested" to the "Problem Assigned" workflow status. Service managers and technical team members.
Problem per priority - resolution time An histogram showing, per priority, the percentage of problems respecting the target defined for the "Resolution time"* objective (the time elapsed from the "Problem Assigned" to the "Resolved" workflow status. Service managers and technical team members.

* "Assign time" and "Resolution time" objectives are defined within the OCE module.

A basic form of reporting is also provided by views. Views basically allow to list problems and their attributes but may also be configured to calculates sums, averages on some of them. The available views are illustrated in the dedicated section of this page.

Examples of use

In this section some examples of use of the configured problem management process are given.

If you get lost, any time use the EXPLORE WORKFLOW command of the problem management form. This enables to view the status of the workflow as shown in the figure below. By clicking on a relationship between workflow statuses, roles and users enabled to perform it are presented.

Explore Workflow window

NOTE: the EXPLORE WORKFLOW command is available only if the ticket is first saved.

For more information on how to use any workflows, including incident management, please refer to the workflow execution guide.

Create and request a new problem as a technical team member

  1. Login as "appspecialist" user
  2. Activate the Self Service menu
  3. Choose a self service topic, self service category and finally "Problem" as self service request (this determines the creation of a new problem)
  4. Fill the problem form, at least with mandatory fields, and save with the SAVE command

You have now saved the problem, take note of the ticket number for further reference or use.

Assign a problem for resolution as a service manager

  1. Login as "servicemanager"
  2. Open the the desired problem; you can do it quickly either by
  3. Assign the key roles
    • Fill the problem form with Owner, Solution Group and, may be, Master Solution Group, Ticket Worker,
    • Pressing the SAVE & NEXT command, choose the "1. Assign ticket" workflow transition

The problem is now in workflow status "Problem Assigned".

Monitor and control a problem as problem owner

  1. Login as a user owning a problem (see assign a problem for resolution as a service manager described previously)
  2. Open the desired problem; you can do it quickly either by
    • Access the views in the Tickets area of the home page and pick a problem among those listed in workflow status "Problem Assigned", "Problem in Analysis", "Problem in Resolution" where the user is owner
    • Access the Problem/Problems active menu and pick a problem among those listed in workflow status "Problem Assigned", "Problem in Analysis", "Problem in Resolution" where the user is owner
    • Insert the reference number of a problem in workflow status "Problem Assigned", "Problem in Analysis", "Problem in Resolution" where the user is owner in Quick Search, after selecting the search context" Ticket"
  3. Update some fields (e.g. Analysis or Solution)
  4. Pressing the SAVE & NEXT command, choose a transition to update the workflow status

Analyse and resolve a problem as a technical team member

  1. Login as a technical team member working on the problem (see assign a problem for resolution described previously)
  2. Open a problem in status "Problem in Analysis"; you can do it quickly either by
  3. Optionally update problem information (for example Analysis and Solution fields)
  4. Save the problem by pressing SAVE command
  5. Send a message to the problem owner to notice the progress you made (use the tab Messages of the ticket).

Perform a major problem review as a service manager

  1. Login as "servicemanager"
  2. Open the the desired problem; you can do it quickly either by
    • Access the view "Major Problem to Review"in the Tickets window of the home page and pick a problem
    • Access the Problem/Problems active menu and pick a Problem among those listed in workflow status "Major Problem Review"
    • Insert the reference number of a problem in workflow status "Major Problem Review" in Quick Search, after selecting the search context "Ticket"
  3. Update some fields (e.g. Comments, or add a review report as attachment)
  4. Pressing the SAVE & NEXT command, choose the "1. Close" workflow transition

The problem is now in workflow status "Closed".

Close a problem as a problem owner

  1. Login as a user owning a problem (see assign a problem for resolution as a service manager described previously) which is not major
  2. Open the the desired problem (one which is not major); you can do it quickly either by
    • Access the "Problems resolved" view in the Tickets area of the home page and pick a problem among those listed where the user is owner
    • Insert the reference number of an problem in workflow status "Resolved" where the user is owner in Quick Search, after selecting the search context "Ticket"
  3. Close the problem by

The problem is now in workflow status "Closed".

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