Problem Management

Problems resolved, disturbances eliminated, and challenges tamed!

Problem management is a crucial process within IT service management (ITSM) that focuses on identifying, analyzing, and resolving the root causes of recurring incidents or problems that affect an organization's IT infrastructure or services.

The goal of problem management is to prevent incidents from recurring and minimize their impact on business operations. It involves a systematic approach to identify the underlying causes of problems, conduct thorough investigations, and implement corrective actions or workarounds to address them.

User Persona: Admin / Analyst / Approver

Problem Management Lifecycle

The problem management lifecycle holds significant importance in IT Service Management as it serves as a proactive approach to identifying, analyzing, and resolving underlying issues within the IT infrastructure. By systematically addressing the root causes of incidents, rather than just treating their symptoms, organizations can minimize service disruptions, enhance service quality, and improve overall IT efficiency. The problem management lifecycle fosters a culture of continuous improvement by capturing lessons learned and implementing preventative measures to mitigate future risks, ultimately contributing to the stability and reliability of IT services in alignment with business objectives.

Figure: Problem management lifecycle

A problem record can be created in multiple ways. The option available in Apex are follows:

• A PR can be created by an Analyst who has access to problem Management module.
• A PR can be created by converting an already created incident to problem record. 

Problem Management Lifecycle

1.  Identification - This stage involves recognizing and logging problems proactively through trend analysis or reactively when incidents occur frequently or impact critical services. Identification may also come from user feedback, system alerts, or monitoring tools. The start of the problem management procedure is to create a Problem Record (PR). The problem description, its effect on services, the preliminary classification, and any known workarounds are all included in the PR. For more information on how to log a PR, refer Create New Problem Record.
   
   
2.  Approval - Depending on the organization's structure and policies, the PR may require approval before proceeding with further analysis and investigation. Approval ensures that resources are allocated appropriately, and that the problem aligns with organizational priorities. For more information on how to log a PR, refer Approver.
    
   
3. Investigation - Once categorized, problems undergo a thorough investigation to determine their root causes. This involves analyzing relevant data, conducting tests, and collaborating with subject matter experts to understand the underlying issues.
   
   
4. Resolution - After identifying the root cause, IT teams work on implementing a solution or workaround to address the problem. Depending on the complexity of the issue, resolution may involve software patches, configuration changes, hardware replacements, or process improvements.
   
   
5. Closure - Once the resolution is implemented and verified, the problem ticket is closed. Closure involves updating documentation, communicating the resolution to stakeholders, and ensuring that necessary preventive measures are in place to prevent recurrence. Additionally, lessons learned from the problem management process are often documented to improve future incident handling and prevent similar issues from occurring.

Let's look into the actions taken by Admins, Approvers, and Analysts in Problem Management.

Administrator	Approver	Analyst