Proactive Problem Management

1. Proactive Problem Management December 5, 2012

2. Introduction Isetayo Criss, ITSM Coordinator/Process Design Jeff Krueger, TxDOTNow/ServiceNow Administrator

3. Introduction Proactive Problem Management A function defined within Incident Management Based on CI, priority, frequency or combination thereof Requires background scripting Business Rule Problem Conditions Properties Script Include Script Action Policy and Procedures Action Monitor Values Incident Resolution Root Cause Analysis Problem Manager/Coordinator

4. Proactive Problem Management Creating a Module

5. Proactive Problem Management Business Rule

6. Proactive Problem Management Problem Conditions

7. Proactive Problem Management Problem Conditions

8. Proactive Problem Management Properties

9. Proactive Problem Management Script Include

10. Proactive Problem Management Script Action

11. Proactive Problem Management Action Monitor Values Based on interval , frequency and priority 45 incidents in 30 days (excluding P1) P3 – 15 incidents in 15 days (contributes to 45 incidents) P2 – 5 incidents in 7 days (contributes to 45 incidents) P1 – 1 incident at any time Based on Priority RCA is based on highest open Problem Incident Resolution Incident must be in RESOLVED state to increment counters. Priority at resolution determines which counter is incremented.

12. Proactive Problem Management

13. Proactive Problem Management Root Cause Analysis (RCA): TXDOT Problem Management limits itself to determining root cause P1 Incident creates P1 Problem with 3 business days for RCA Determination P2 monitor will create P2 Problem with 6 business days for RCA Determination P3 monitor will create P3 Problem with 15 days for RCA Determination Too Many Incidents (45 incidents in 30 days) with same CI will create P4 Problem with no preset RCA Determination time frame Problem Manager/Coordinator determine if problem is skipped or assigned. (helpful when new enterprise application goes in)

14. Proactive Problem Management Problem Manager/Coordinator Determines if problem is skipped or assigned. (helpful when new enterprise application goes in) Evaluates resolved incident to determine appropriate assignment group Evaluates type of resolution to determine if RCA has been determined and acted upon as incident resolution

15. Proactive Problem Management Questions???