itil problem management tool guide
TRANSCRIPT
ITILProblemManagementToolGuide
GeraldM.GuglielmoITILProblemManager
CD‐doc‐3523
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Prepara?onWork
• Impact• Urgency• Opera?onalCategoriza?on(ifset)• ProductCategoriza?on• Notes• Summary
(16.2.2,16.2.3)Knowsomeofthebackground,atleastenoughtodescribetheProblem.CanbefromNotesandSummaryfieldsplusanyaddi?onalinforma?onfromemails,documents,etc.AlsocontactdepartmentheadsorgroupleadersofanyoneyouneedastechnicalexpertorforRootCauseAnalysisifneeded.
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Crea?ngaProblemRecord1
• NewProblem
(16.2.2)Crea?nganewproblem
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Crea?ngaProblemRecord2
• Fermilab• Compu?ngDivision• CD‐ProblemManagers• Notes• Summary
(16.2.2)RequesterCompany,RequesterOrganiza?on,RequesterGroupNameshouldallbeenteredfromthepulldownmenus
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Crea?ngaProblemRecord3
• WorkInfoType• Source• Summary• Details• Add(ifaYachments)
(16.2.2)Enteringbackgroundandpreliminaryinves?ga?oninforma?on.WorkInfoTypeandSourcefromthepulldownmenus.ForSource,Emailorotherappropriateselec?ondependingonhowbackgroundinforma?onwascollected.
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Crea?ngaProblemRecord4
• Browse(firstaYachment)• Browse(secondaYachmentifneeded)• Browse(thirdaYachmentifneeded)
(16.2.2)BrowsetothefilestoaYach.Notethatupto3filescanbeaYachedperWorkInfoupdate.ToaddmoreaYachments,separatethefilesintoaddi?onalWorkInfoupdates.
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Crea?ngaProblemRecord5
• Select(filetoaYach)• Open(toconfirm)
(16.2.2)BrowsethefilesystemforthefiletoaYach.Thisviewwillvarybasedonopera?ngsystem(OSXshown).
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Crea?ngaProblemRecord6
• Browse(secondaYachmentifneeded)• Browse(thirdaYachmentifneeded)• OK(toaYachtheselectedfilestoWorkInfoentry)
(16.2.2)SelectuptotwomorefilestoaYachandthenclickOKtoaddthemtotheWorkInfoentryinprogress.NotethatnofilesareactuallyaddedtotheProblemrecordun?ltheSavebuYonontheMainareaisclicked.
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Crea?ngaProblemRecord7
• RequestType(Incident)• Search
(16.2.3)Associa?ngIncident?cketswiththeProblem?cket.OntheRela?onshipstabselectIncidentforRequestTypefromthepulldown.ClickontheSearchbuYontoopentheSearchwindow.
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Crea?ngaProblemRecord8
• IncidentIDorSummaryorNotes• SelectIncidentsfromlist• Rela?onshipType(Inves?gates)• Relate
(16.2.3)EntersearchcriteriaineithertheIncidentIDfield(needfullIncidentIDstring)orastringintheSummaryorNotesfields.ClickonSearchtoretrievematches.ClickondisplayedIncidentfromlisttoselect,orShi`Clickasecond?metoselectarangeofIncidentstoassociate.SetRela?onshipTypetoInves?gatesfrompulldownandthenclickRelatetorelatetheIncident(s).
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Crea?ngaProblemRecord9
• Impact• Urgency• Organiza?onalCategoriza?on(Tier‐1,Tier‐2&Tier‐3)• ProductCategoriza?on(Tier‐1,Tier‐2&Tier‐3)• Save
(16.3.1,16.3.2)OntheMainAreaaddImpactandUrgencyfrompulldownmenusbasedontheIncident,usejudgmentifmul?pleIncidentswithdifferentseengs.OnClassifica?ontabfillintheOrganiza?onal(ifsetintheIncident)andtheProductCategoriza?ons.Tier‐1,Tier‐2andTier‐3asnecessaryfromthepulldownmenus.ClickSavetoplaceProbleminDra`status.
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Crea?ngaProblemRecord10
• NextStage–ReviewfromFlowbarmenu• ProblemManagerAssignee(yourname)
PlacingProbleminUnderReviewstatus.Sinceallrequiredinforma?onforthisstatushaspreviouslybeenentered,usingtheNextStagefromtheflowbarmenuandtheReviewfromthesub‐menutoadvancetheProblemrecord.NextundertheAssignmenttabsettheProblemManagerAssigneetoyourselffrompulldownmenuandclickSave.
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Crea?ngaProblemRecord11
• ProblemAssignmentProblemAssignedGroup• ProblemAssignmentProblemAssignee• ClickSave• NextStage‐Inves?ga?onfromFlowbarmenu
(16.4.1,16.4.2)Inves?gateProblem.ProblemAssignmentGroupandAssigneefrompulldownmenus.ClickSave.Advancetonextstage,UnderInves?ga?onbyusingtheFlowbarNextStagemenuandInves?ga?onsub‐menuitem.TheProbleminnowUnderInves?ga?on.
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Inves?ga?ngaProblem1
(16.4.1,16.4.2)Informa?ongatheredaspartoftheProblemInves?ga?onandDiagnosisshouldbeaddedtotheProblemRecordthroughtheWorkInfotab.Enteringthisinforma?onfollowsthesameprocessasenteringthepreliminaryandbackgroundinforma?ondidwhentheproblemrecordwasbeingcreated.WorkInfoTypeandSourceshouldbeselectedfrompulldownmenus.
• WorkInfoType• Source• Summary• Details• Add(ifaYachments)
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Inves?ga?ngaProblem2
(16.4.1,16.4.2)BrowsetothefilestoaYach.Notethatupto3filescanbeaYachedperWorkInfoupdate.ToaddmoreaYachments,separatethefilesintoaddi?onalWorkInfoupdates.
• Browse(firstaYachment)• Browse(secondaYachmentifneeded)• Browse(thirdaYachmentifneeded)
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Inves?ga?ngaProblem3
(16.4.1,16.4.2)BrowsethefilesystemforthefiletoaYach.Thisviewwillvarybasedonopera?ngsystem(OSXshown).
• Select(filetoaYach)• Open(toconfirm)
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Inves?ga?ngaProblem4
(16.4.1,16.4.2)SelectuptotwomorefilestoaYachandthenclickOKtoaddthemtotheWorkInfoentryinprogress.NotethatnofilesareactuallyaddedtotheProblemrecordun?ltheSavebuYonontheMainareaisclicked.
• Browse(secondaYachmentifneeded)• Browse(thirdaYachmentifneeded)• OK(toaYachtheselectedfilestoWorkInfoentry)
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Inves?ga?ngaProblem5
• ClickSave
(16.4.1,16.4.2)ClicktheSavebuYonontheMainareatoaddtheWorkInfoentry.
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CreateKnownErrorRecord1
• RequestType(KnownError)• Create
(16.5.1,16.5.2,16.5.3,16.5.4)Needtoiden?fyKnownErrorandifitdoesnotmatchanexis?ngKnownErrorthencreateone.OntheRela?onshiptabsetRequestTypetoKnownErrorfrompulldownmenu.ClickCreatetogenerateKnownErrorRecord.
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CreateKnownErrorRecord2
• Notes(shorterrordescrip?on)
(16.5.1,16.5.2,16.5.3,16.5.4)OnKnownErrorClassifica?ontabdescribetheerrorinthenotesfield(note128characterlimit).
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CreateKnownErrorRecord3
• Workaround(describeworkaround)• RootCause(highlevel)• Save
(16.5.1,16.5.2,16.5.3,16.5.4)OnKnownErrorResolu?ontabdescribetheworkaroundandselectthebesthighlevelmatchfortheRootCausefromthepulldownmenu.OntheKnownErrorMainareaclickSave.
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CreateKnownErrorRecord4
• RequestType(Incident)• Search
(16.5.4)AssociateIncidentswithKnownError.OntheRela?onshipstabsetRequestTypetoIncidentfrompulldownmenu.ClickSearch.
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CreateKnownErrorRecord5
(16.5.4)EntersearchcriteriaineithertheIncidentIDfield(needfullIncidentIDstring)orastringintheSummaryorNotesfields.ClickonSearchtoretrievematches.ClickondisplayedIncidentfromlisttoselect,orShi`Clickasecond?metoselectarangeofIncidentstoassociate.SetRela?onshipTypetoInves?gatesfrompulldownandthenclickRelatetorelatetheIncident(s).
• IncidentIDorSummaryorNotes• SelectIncidentsfromlist• Rela?onshipType(Resolves)• Relate
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ProblemRecordforKnownError1
(16.5.1,16.5.2,16.5.3,16.5.4)OnProblemResolu?ontabdescribetheworkaround,selectthebesthighlevelmatchfortheRootCausefromthepulldownmenu,andsetReproducibletoYesorNousingthepulldownmenu.
• Workaround(describeworkaround)• RootCause(highlevel)• Reproducible
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ProblemRecordforKnownError2
(16.5.1,16.5.2,16.5.3,16.5.4)UpdatetheWorkInfotoincludeinves?ga?onfindings,rootcause,andtextindica?ngknownerror.SetWorkInfoTypetoInves?ga?onFindingsfrompulldownmenu,andforSourcechoseanappropriatevaluefromthepulldownmenu.Providesubjecttypeinforma?oninSummary,anddetailedtextintheDetailsfield.ClickSave.
• WorkInfoType(Inves?ga?onFindings)• Source• Summary• Details• Save
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KnownErrorU?lizeWorkaround1
• Status(NoAc?onPlanned)• Save
(16.5.6)Ifaworkaroundistobeemployedinsteadofasolu?on,thentheKnownErrorcanhaveStatussettoNoAc?onPlannedfromthepulldownmenu.ClickSaveontheKnownErrorMainarea.
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ResolvingKnownError1
(16.6.1,16.6.2,16.6.3,16.6.4)Addtextdescribingtheresolu?onandsetthestatustoCorrected.IntheResolu?onfielddescribehowtheKnownErrorwasresolved.SettheStatustoCorrectedfromthepulldownmenu.ClickSave.
• Resolu?on• Status(Corrected)• Save
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ResolvingProblem1
(16.6.1,16.6.2,16.6.3,16.6.4)UpdatetheWorkInfotoincluderesolu?on,MajorProblemorPostImplementa?onReviewinforma?on.SetWorkInfoTypetoInves?ga?onFindingsfrompulldownmenu,andforSourcechoseanappropriatevaluefromthepulldownmenu.Providesubjecttypeinforma?oninSummary,anddetailedtextintheDetailsfield.ClickSave.
• WorkInfoType(Inves?ga?onFindings)• Source• Summary• Details• NextStage‐Resolu?on
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ResolvingProblem2
(16.6.1,16.6.2,16.6.3,16.6.4)ProblemResolu?onpageshouldbeinview.OntheRequiredInforma?ontabsettheStatustoKnownErrorfromthepulldownmenu.ClickSave.
• Status(KnownError)• Save
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ResolvingProblem3
(16.6.1,16.6.2,16.6.3,16.6.4)Onthepromptpageforcrea?nganaddi?onalKnownErrorclickNo.TheProblemnowhasaStatusofCompleted.PeriodicallygothroughandchangeStatustoClosedfromthepulldownmenuforProblemrecordslistedasCompleted.
• No
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ProblemManagementProcesses
.
16.7 Problem Management Continuous Improvement Process
16.1.1Analysis of
Incident and Problem Data
16.1.2Produce Trending
and Analysis Reports
16.1.3Determine if
Issues Should be Advanced
16.2.1ProblemDetection
16.2.2Problem Logging
16.2.3Associate Records
Pro
active
Sta
rt
Reactive Start
16.3.1Problem
Classification
16.3.2Problem
Prioritization
16.4.1Problem
Investigation
16.4.2
Problem Diagnosis
16.5.
16.5.1Identify Known
Error
16.5.2Create Known Error Record
16.5.4Associate Records
16.5,5Plan Resolution(s)
16.5,6Document
Workaround
16.5,7Document RFC(s)
No Known Error
Kn
ow
n E
rro
r fo
un
d
Utilize Workaround
RFC Required
Utiliz
eR
FC
No
RF
CR
eq
uire
d
ChangeManagement
16.5.3Identify
Workaround
16.6.1Resolution
16.6.2Major Problem
Review
16.6.3Update Problem
Record
16.6,4Close Problem
Record
16.6,5Management
Reporting
Fa
iled
Successful
END
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