Problem Management

1. Problem Management ISD Division Office of State Finance

2. Contents Office of State Finance Roles Purpose of Problem Management Process Policy

3. Contents Office of State Finance Purpose of Problem Management

4. 1 2 3 Something is broken or about to break. Repair as quickly as possible. Open incidents are measured against SLAs. Routine pleas for help – but nothing is broken. These include items like “can you tell me Joe Blow’s phone number”, “can you unlock my account”, and “will you reset my password.” Underlying “root-cause.” Remains open until underlying issue is resolved. Open Problems are not measured against SLAs. Creates “work-arounds.” Terms (Service Operations) Incident Problem Service Request ITIL Training

5. Problem Guidelines Office of State Finance

6. Problem Prioritization Office of State Finance Problems use the same prioritization as incidents. To prioritize, the impact and severity must be assessed.

7. Contents Office of State Finance Roles

8. Roles Office of State Finance • OSF ISD Service Desk • Ensure that all problems received by the Service Desk are recorded in CRM • Delegates responsibility by assigning problems to the appropriate provider group for resolution based upon the categorization rules • Performs post-resolution customer review to ensure that all work services are functioning properly • Quality Assurance • Owns all reported problems • Prepare reports showing statistics of problems resolved / unresolved

9. Roles Office of State Finance • Service Provider Group • Composed of technical and functional staff involved in supporting services • Perform root cause analysis of the problem and develop potential solutions • Test potential solutions and develop implementation plan •  Problem Reporter • Anyone within OSF / ISD can request a problem case to be opened. • The typical sources for problems are the Service Desk, Service Provider Groups, and proactive problem management through Quality Assurance.

10. Contents Office of State Finance Process

11. Process Flow

12. Process Flow - Identification • Anyone within OSF / ISD can request that a problem case be opened. • All initial information relative to problem will be logged, especially related incidents. • Before continuing the Service Desk will verify the related service having the issue and correlate it with an existing service and SLA. • After problem verification, the Service Desk will attempt to establish incident severity and impact which define priority.

13. Process Flow – Analyze & Resolve • Primary root cause analysis will be performed by the Service Provider Group. • As soon as the problem is clearly documented with identifying symptoms, a known error record will created within CRM so that if additional incidents occur, they can be tied to the existing problem. • Once the solution is determined, it should be implemented following the Change Management Process. • Once the solution is implemented and verified, the problem case may be closed.

14. Contents Office of State Finance Policy

15. Problem Policy Office of State Finance