Join Mark Thomas for an in-depth discussion in this video Problem-management interfaces, part of Cert Prep: ITIL Foundations.
- So the last thing we want to talk about in Problem Management is the interfaces between this process and other processes within the ITIL framework, so some of them just make sense. Incident Management, we've really talked about, a lot about the relationship there between incident and problem because we're trending incidents. Incidents are there because a problem exists, so we can use a lot of the incident data to help us identify some root causes that might be beneficial for us. Change Management, if we have a problem ticket, most likely, we'll have a change request of some type to help us remove that problem from the infrastructure.
Configuration Management, you might remember in the activities we went through, and one of the things that we want to have available to us is a configuration management system, so that as we're doing root cause analysis, as we're trying to determine what the root cause is, there are valuable tools and databases as a part of CMS, and configuration that helps us. Release and Deployment Management, clearly we are going to be deploying any of those changes that are approved as a result of a problem ticket. Availability and Capacity, those might be the reason why we're doing problem tickets in the first place.
It's my estimation that a lot of my problem tickets, I'm doing research on how to fix my issues around availability or performance, availability and capacity management. Continuity Management, if you think about this, if I have to actually have to trigger one of my continuity plans, do you think there's a problem involved? Most likely. One of the policies my organization had that, if for some reason any portion of our continuity strategy gets triggered, by policy we have to have a problem ticket to actually look at and investigate how those things can be, hopefully reduce the likelihood in the future.
Service levels, Service Level Management, we may have service levels that are associated with certain types of problem tickets, or the problem tickets may be investigating why we actually are missing service levels. Financial Management, what is the cost of reducing or removing those problems from the environment, so we can actually provide that type of estimate to that. Well, if you take a look at what some of the other processes are that we might be able to look at, well, some right here in service operation, request fulfillment, access management, clearly we could have problem tickets associated with one of those processes.
The seven step improvement process over here in CSI, because one of the things that might be taking place is we're looking at improvement efforts, we might be using this process to help us drive problem tickets. Portfolio, demand, strategy management, TPS, you can imagine that you can really see that this process can investigate root causes almost around any other process we have in the framework for us today, okay? So, we just finished, we talked about problem management, so one of the things that I want to do next is talk about the last two things we have here.
When we had a service desk sitting here, one of the things we talked about is a service desk is handling incidents, owns the incident management process. Another thing that the service desk owns is the request fulfillment process, and that's next.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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