Category: (2) eTOM Process Type
Process Identifier: 1.7.2.10
Original Process Identifier: 1.3.2.9
Maturity Level: 4
Problem Management is defined within ITIL. Its role here is as a model or template for how other process areas should operate to align with the ITIL approach, where this is relevant for the enterprise concerned. Note that not all organizations will choose to follow the ITIL approach, and thus other models for Problem Management (or equivalent) may apply in such cases.
Problem Management is defined within ITIL, and further information is available at: http://www.itsmf.co.uk/Shop/Products/9780113310616TheOfficialIntroductiontotheITILServiceLifecycle.aspx. Its role here is as a model or template for how other process areas should operate to align with the ITIL approach, where this is relevant for the enterprise concerned. Note that not all organizations will choose to follow the ITIL approach, and thus other models for Problem Management (or equivalent) may apply in such cases. ITIL Problem Management is driving to find the root cause of a problem. This is not about fixing something quickly but about ensuring that the fix is permanent once it is implemented. The Problem Manager will maintain information on problems, fixes and workarounds and links in very closely with Knowledge Management processes. •Terminology• Before considering the terminology of the eTOM and ITIL approaches it is first necessary to contrast the perspectives which each take of the enterprise. These perspectives affect the concepts and terms used. Due to the nature of the Service Provider enterprise - where SPs typically manage their products, services and resources distinctly - the eTOM is structured into layers (effectively high-level process groupings) which relate to these concerns. These layers are Customer Relationship Management, Service Management and Resource Management. In contrast, ITIL does not have a layered view of this kind. Its perspective is to represent the IT Services and their support, through a lifecycle view built around a set of ITIL processes that address particular, significant, areas of IT capability. It is then a matter for individual users / enterprises to relate these to their businesses. From the eTOM perspective, each problem is qualified according to its layer of origin. For example, a Problem identified in the Service Management layer may be initially described as a Service Problem. However, it may be subsequently described as a Resource Problem following root cause determination. From the ITIL perspective, a single end-to-end activity is envisaged that does not necessitate the creation of complementary objects in other layers as occurs in eTOM. Now, turning to the terms used by each approach. In the ITIL approach, it is necessary to distinguish 3 terms. ITIL Incident, ITIL Problem and ITIL Service Request. ITIL Incident. An unplanned interruption to an IT service or reduction in the quality of an IT service. The failure of a configuration item that has not yet impacted service is also an ITIL incident, for example the failure of one disk from a mirror set. ITIL Problem. An ITIL Problem is the underlying cause of one or more ITIL incidents and remains a separate entity. An ITIL Problem must be solved to prevent the ITIL incident from recurring. ITIL Incident Management forms part of the overall process of dealing with problems in the organization and provides a point where these are reported. These are managed within this process. ITIL Service Request. Used as a generic description for many varying types of demands that are placed upon the IT Department by the users. Many of these are actually small changes .. low risk, frequently occurring, low cost, etc. For example, a request (to change a password, to install an additional software application onto a particular workstation, to relocate some items of desktop equipment) or maybe just a question requesting information. The scale and frequent, low-risk nature of these ITIL Service Requests means that they are better handled by a separate process, the ITIL Request Fulfilment process. In the eTOM approach, the eTOM is updated to adopt the ITIL terms for incidents and problems and to include explicit reference to these, whether in an IT or business context. •Linkage with eTOM process areas• ITIL Problem Management relates to several eTOM process areas. The eTOM processes affected include Within Operations: Process Identifier: 1.1.1 Process Element: Customer Relationship Management Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Customer Relationship Management processes operate in line with this. The affected processes are: Problem Handling Customer QoS/SLA Management Process Identifier: 1.1.1.6 Process Element: Problem Handling Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Problem Handling processes operate in line with this. Process Identifier: 1.1.1.7 Process Element: Customer QoS/SLA Management Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Customer QoS/SLA Management processes operate in line with this. Process Identifier: 1.1.2 Process Element: Service Management & Operations Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Service Management & Operations processes operate in line with this. The affected processes are:SM&O Support & Readiness Service Configuration & Activation Service Problem Management Service Quality Management Process Identifier: 1.1.2.1 Process Element: SM&O Support & Readiness Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the SM&O Support & Readiness processes operate in line with this. Process Identifier: 1.1.2.2 Process Element: Service Configuration & Activation Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Service Configuration & Activation processes operate in line with this. Process Identifier: 1.1.2.3 Process Element: Service Problem Management Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Service Problem Management processes operate in line with this. Process Identifier: 1.1.2.4 Process Element: Service Quality Management Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Service Quality Management processes operate in line with this. Process Identifier: 1.1.3 Process Element: Resource Management & Operations Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Resource Management & Operations processes operate in line with this. The affected processes are: RM&O Support & Readiness Resource Provisioning Resource Trouble Management Resource Performance Management Resource Data Collection & Distribution Process Identifier: 1.1.3.1 Process Element: RM&O Support & Readiness Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the RM&O Support & Readiness processes operate in line with this. Process Identifier: 1.1.3.2 Process Element: Resource Provisioning Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Resource Provisioning processes operate in line with this. Process Identifier: 1.1.3.3 Process Element: Resource Trouble Management Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Resource Trouble Management processes operate in line with this. Process Identifier: 1.1.3.4 Process Element: Resource Performance Management Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Resource Performance Management processes operate in line with this. Process Identifier: 1.1.3.5 Process Element: Resource Data Collection & Distribution Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Resource Data Collection & Distribution processes operate in line with this. Process DOmain : Engaged Party Domain Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then processes in the Engaged Party domain operate in line with this. The affected processes are:Party Support & Readiness Party Problem Handling Party Performance Management Process Element: Party Support & Readiness Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Party Support & Readiness processes operate in line with this. Process Element: Party Problem Handling Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Party Problem Handling processes operate in line with this. Process Element: Party Performance Management Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Party Performance Management processes operate in line with this. Within Strategy, Infrastructure & Product: Process Identifier: 1.2.2 Process Element: Service Development & Management Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Service Development & Management processes operate in line with this. The affected process is: Service Capability Delivery Process Identifier: 1.2.2.2 Process Element: Service Capability Delivery Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Service Capability Delivery processes operate in line with this. Process Identifier: 1.2.3Process Identifier: 1.1.4 Process ElementDOmain : Supplier/Partner Relationship ManagementEngaged Party Domain Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the processes in the Engaged Party domain Supplier/Partner Relationship Management processes operate in line with this. The affected processes are:S/PRMParty Support & Readiness S/PParty Problem Reporting & ManagementHandling S/PParty Performance Management Process Identifier: 1.1.4.11.0.7.5 Process Element: S/PRMParty Support & Readiness Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the S/PRMParty Support & Readiness processes operate in line with this. Process Identifier: 1.1.4.31.0.7.7 Process Element: S/PParty Problem Reporting & ManagementHandling Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the S/PParty Problem Reporting & ManagementHandling processes operate in line with this. Process Identifier: 1.1.4.40.7.8 Process Element: S/PParty Performance Management Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the S/PParty Performance Management processes operate in line with this. Within Strategy, Infrastructure & Product: Process Element: Resource Development & Management Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Resource Development & Management processes operate in line with this. The affected process is Resource Capability Delivery Process Identifier: 1.2.3.2 Process Element: Resource Capability Delivery Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Resource Capability Delivery processes operate in line with this. Process Identifier: 1.3.2 Process Element: Enterprise Risk Management Process Impact: Where ITIL Problem Management is employed as a guiding mechanism, then the Enterprise Effectiveness Management processes operate in line with this. Additionally, new ITIL references are proposed as L2 eTOM processes. These are: ITIL Problem Management Process Identifier: 1.3.3.x Process Element: ITIL Problem Management Process Impact: This new process in eTOM should reference the corresponding detailed process in ITIL documentation.
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This was created from the Frameworx 16.0 Model