Sms doc 082 3 problem management presentation

ISO/IEC 20000 Problem Management

1

Objective  “To minimise disruption to the business by proactive

identification and analysis of the cause of incidents and by managing problems to closure”

2

Definitions  Problem  “root cause of one or more incidents”  Incident  “unplanned interruption to a service, a reduction in the quality of a service or an event that has not yet impacted the service to the customer”

3

ISO/IEC 20000 Requirements  Record problems  Create procedures to perform problem management  Take preventative action where identified e.g. after trend    

analysis Resulting changes shall be done via change management Monitor, review and report on problem resolution Communicate with incident management Record improvements within service improvement plan

4

Common Areas for Review  Separation of problem and incident management  Service management tool functionality  Linking of problems to incidents (and other records)

 Is the information available from incident

management sufficient for problem analysis?

5

Workshop Sessions  What’s positive about the way we do things now?  What could we do better?  What do we need to do to comply with ISO/IEC

20000?  Map out the processes  Problem management process

6

Next Steps  Action Plan  What are we going to do?

 Who is going to do it?  When will they do it by?

 Documentation  Problem management process*  Incident analysis reports  Evidence of process review

*(template available) 7

ISO/IEC 20000 Problem Management

Questions?

8