LP4.7: Resolve problems - Revision history

Andrea at 11:02, 28 February 2025

2025-02-28T11:02:03Z

← Older revision		Revision as of 13:02, 28 February 2025
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	<meta name="keywords" content="how to resolve problems, yasm problem resolution, yasm problem management, problem management process" />		<meta name="keywords" content="how to resolve problems, yasm problem resolution, yasm problem management, problem management process" />
	<meta name="description" content="The problem management process in YaSM is about managing the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. The primary objective of the problem resolution process is to prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented." />		<meta name="description" content="The problem management process in YaSM is about managing the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. The primary objective of the problem resolution process is to prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented." />
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	<meta property="og:title" content="LP4.7: Resolve problems \| YaSM Service Management Wiki" />		<meta property="og:title" content="LP4.7: Resolve problems \| YaSM Service Management Wiki" />
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	<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/LP4.7:_L%C3%B6sen_von_Problemen"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="210" height="54" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/>		<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/LP4.7:_L%C3%B6sen_von_Problemen"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="210" height="54" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/>
	~~<p> </p>~~

	<p><b>Process name:</b> <a href="#Process_description">Resolve problems</a> - <b>Part of:</b> <a href="/wiki/en/index.php/Service_Management_Processes#Service_lifecycle_processes" title="The service lifecycle processes in YaSM service management">Service lifecycle processes</a> - <a href="/wiki/en/index.php/LP4:_Operate_the_services" title="LP4: Operate the services">Operate the services</a>		<p><b>Process name:</b> <a href="#Process_description">Resolve problems</a> - <b>Part of:</b> <a href="/wiki/en/index.php/Service_Management_Processes#Service_lifecycle_processes" title="The service lifecycle processes in YaSM service management">Service lifecycle processes</a> - <a href="/wiki/en/index.php/LP4:_Operate_the_services" title="LP4: Operate the services">Operate the services</a>
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	<figure class="mw-halign-left" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" title="Resolve problems. - YaSM problem management process LP4.7"><img srcset="https://yasm.com/wiki/en/img/yasm-process/480px/Resolve-problems-yasm-lp4-7.jpg 480w, https://yasm.com/wiki/en/img/yasm-process/800px/Resolve-problems-yasm-lp4-7.jpg 800w, https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" fetchpriority="high" decoding="async" width="800" height="600" class="mw-file-element" alt="Fig. 1: Resolve problems. - YaSM problem management process LP4.7. - Related with: Practice of ITIL 4 problem management." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: 'Resolve problems'</b><br /><a href="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" title="YaSM problem management LP4.7">YaSM problem management process ('LP4.7')</a>.</span></figcaption></figure></div>		<figure class="mw-halign-left" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" title="Resolve problems. - YaSM problem management process LP4.7"><img srcset="https://yasm.com/wiki/en/img/yasm-process/480px/Resolve-problems-yasm-lp4-7.jpg 480w, https://yasm.com/wiki/en/img/yasm-process/800px/Resolve-problems-yasm-lp4-7.jpg 800w, https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" fetchpriority="high" decoding="async" width="800" height="600" class="mw-file-element" alt="Fig. 1: Resolve problems. - YaSM problem management process LP4.7. - Related with: Practice of ITIL 4 problem management." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: 'Resolve problems'</b><br /><a href="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" title="YaSM problem management LP4.7">YaSM problem management process ('LP4.7')</a>.</span></figcaption></figure></div>

Andrea at 10:16, 9 October 2024

2024-10-09T10:16:54Z

Show changes

Andrea at 16:16, 29 May 2024

2024-05-29T16:16:19Z

Andrea at 15:31, 29 January 2024

2024-01-29T15:31:40Z

← Older revision		Revision as of 17:31, 29 January 2024
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	<hr />		<hr />
	<p><i><u>Notes</u>:</i>		<p><i><u>Notes</u>:</i>
	</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Problem_Record_-_Template" title="Problem record document template">"Problem record" template</a> and <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists#yasm-template-example" title="Examples: YaSM checklists and document templates">more examples</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>		</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Problem_Record_-_Template" title="Problem record document template">'Problem record' template</a> and <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists#yasm-template-example" title="Examples: YaSM checklists and document templates">more examples</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>
	</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>		</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>

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	==Roles and responsibilities==		==Roles and responsibilities==

	~~'''~~<span id="responsible">Process owner: ~~Problem manager</span>~~'''		<span id="responsible">Process owner: The '''problem manager''' is responsible for managing the lifecycle of all problems, where the primary objective is to prevent incidents from happening if possible, and to minimize the impact of incidents that cannot be prevented. Apart from resolving the underlying causes of (potential) incidents, the problem manager often provides workarounds while a full solution is not yet available.</span>
	*The problem manager is responsible for managing the lifecycle of all problems, where the primary objective is to prevent incidents from happening if possible, and to minimize the impact of incidents that cannot be prevented. Apart from resolving the underlying causes of (potential) incidents, the problem manager often provides workarounds while a full solution is not yet available.

	<p> </p>		<p> </p>

	{\| class="wikitable" style="background: white~~; text-align:center; vertical-align:top~~; font-size: 90%~~; line-height: 1.3em;~~"		{\| class="wikitable" style="background: white; font-size: 95%"
	\|+~~<span~~ style="font-size: ~~120~~%~~; line-height: 2.3em;~~"><span id="raci-matrix-lp4-7">Responsibility matrix: "LP4.7: Resolve problems~~"</span>~~</span>		\|+style="background:#465674; color:#ffffff; font-size: 110%"\|<span id="raci-matrix-lp4-7">Responsibility matrix: 'LP4.7: Resolve problems'</span>
	\|- style="vertical-align:top"		\|- style="vertical-align:top"
	! colspan="2"\| YaSM role / sub-process		! colspan="2"\| YaSM role / sub-process
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	<html><div itemid="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-problem-management-process.jpg" itemscope itemtype="https://schema.org/ImageObject">		<html><div itemid="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-problem-management-process.jpg" itemscope itemtype="https://schema.org/ImageObject">
	<a href="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-problem-management-process.jpg" title="Problem management: process objectives" itemprop="contentUrl">		<a href="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-problem-management-process.jpg" title="Problem management: process objectives" itemprop="contentUrl">
	<img style="display: block; float: left; margin-~~left~~: 10px; margin-right: ~~20px~~" src="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-problem-management-process.jpg" width="~~320~~" height="~~167~~" title="Problem management: process goal" alt="The problem management process in YaSM manages the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. The primary objective of this process is to prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented." />		<img style="display: block; float: left; margin-bottom: 10px; margin-right: 10px" srcset="https://yasm.com/wiki/en/img/yasm-process/goal-definition/400px/yasm-problem-management-process.jpg 400w, https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-problem-management-process.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-problem-management-process.jpg" decoding="async" width="400" height="209" class="thumbimage" title="Problem management: process goal" alt="The problem management process in YaSM manages the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. The primary objective of this process is to prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented." />
	<meta itemprop="caption" content="Process objective: YaSM problem management - Resolve problems (LP4.7)." />		<meta itemprop="caption" content="Process objective: YaSM problem management - Resolve problems (LP4.7)." />
	<meta itemprop="width" content="1200" />		<meta itemprop="width" content="1200" />
	<meta itemprop="height" content="627" />		<meta itemprop="height" content="627" />
	<meta itemprop="dateCreated" content="2021-09-21" />		<meta itemprop="dateCreated" content="2021-09-21" />
	<meta itemprop="datePublished" content="2021-09-22" /></a></~~div~~>		<meta itemprop="datePublished" content="2021-09-22" />
	<~~div style~~="~~margin-left: 5%; color:#636363~~">		<span itemprop="thumbnail" itemscope itemtype="https://schema.org/ImageObject">
	<p style="margin-top: 0; word-wrap:normal;">Is based on: The problem resolution process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>		<meta itemprop="url" content="https://yasm.com/wiki/en/img/yasm-process/goal-definition/400px/yasm-problem-management-process.jpg" />
			<meta itemprop="width" content="400" />
	<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/~~></div~~><p></html>		<meta itemprop="height" content="209" />
			</span></a></div>
			<p style="margin-top: 0; word-wrap:normal;">Is based on: The problem resolution process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>
			<p>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.<br style="clear:both;"/><p></html>

	==Related articles==		==Related articles==

	<html><a href="https://yasm.com/wiki/en/index.php/Service_Operation"><img src="https://yasm.com/wiki/en/img/yasm-service-management/service-operation.jpg" title="Service operation according to YaSM" alt="Operational processes, and in particular incident management and problem management, are probably the most widely known (and used) parts of ITSM best practice." ~~style~~="~~display: block; float: left; margin-left: 10px; margin-right: 20px~~" width="~~320~~" height="~~180~~"/></a>		<html><a href="https://yasm.com/wiki/en/index.php/Service_Operation"><img style="display: block; float: left; margin-bottom: 10px; margin-right: 10px" srcset="https://yasm.com/wiki/en/img/yasm-service-management/400px/service-operation.jpg 400w, https://yasm.com/wiki/en/img/yasm-service-management/480px/service-operation.jpg 480w, https://yasm.com/wiki/en/img/yasm-service-management/service-operation.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-service-management/service-operation.jpg" title="Service operation according to YaSM" alt="Operational processes, and in particular incident management and problem management, are probably the most widely known (and used) parts of ITSM best practice." decoding="async" width="400" height="225" class="thumbimage" /></a>
	~~<div style="margin-left: 5%; color:#636363"~~>		<p style="margin-top: 0; word-wrap:normal;"><a href="https://yasm.com/wiki/en/index.php/Service_Operation" title="From the YaSM Blog: Service operation according to YaSM">Service operation according to YaSM</a></p>
	<p style="margin-top: 0; word-wrap:normal;"><a href="https://yasm.com/wiki/en/index.php/Service_Operation" title="From the YaSM Blog: Service operation according to YaSM">Service operation according to YaSM</a></p>
	<p><small>by: Stefan Kempter</small></p>		<p><small>by: Stefan Kempter</small></p>
	<p>Operational processes, and in particular incident management and problem management, are probably the most widely known (and used) parts of IT service management best practice. <a href="https://yasm.com/wiki/en/index.php/Service_Operation">[...]</a></p~~></div~~><p>		<p>Operational processes, and in particular incident management and problem management, are probably the most widely known (and used) parts of IT service management best practice. <a href="https://yasm.com/wiki/en/index.php/Service_Operation">[...]</a></p><p>

	<br style="clear:both;"/>		<br style="clear:both;"/>

Andrea at 15:10, 30 December 2023

2023-12-30T15:10:26Z

← Older revision		Revision as of 17:10, 30 December 2023
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	<meta property="og:description" content="The problem management process in YaSM is about managing the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. The primary objective of the problem resolution process is to prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented." />		<meta property="og:description" content="The problem management process in YaSM is about managing the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. The primary objective of the problem resolution process is to prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented." />
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Andrea at 15:02, 2 June 2023

2023-06-02T15:02:57Z

← Older revision		Revision as of 17:02, 2 June 2023
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	<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">		<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
	<dt itemprop="name" id="Problem-record">Problem record</dt>		<dt itemprop="name" id="Problem-record">Problem record</dt>
	<dd itemprop="description" style="margin-bottom: 1em;">A set of data with all details of a problem, documenting the history of the problem from registration to closure. A problem is defined as the underlying cause of one or more (potential) incidents, although the cause may not be known at the time a problem record is created. Often, a workaround is provided for a problem while a full resolution is not yet available. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>		<dd itemprop="description" style="margin-bottom: 1em;">A set of data with all details of a problem, documenting the history of the problem from registration to closure. A problem is defined as the underlying cause of one or more (potential) incidents, although the cause may not be known at the time a problem record is created. Often, a workaround is provided for a problem while a full resolution is not yet available. See also: <a href="https://yasm.com/wiki/en/index.php/Problem_Record_-_Template" title="Problem record document template">Problem record checklist</a>. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>
	<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">		<div itemprop="hasDefinedTerm" itemscope itemtype="https://schema.org/DefinedTerm">
	<dt itemprop="name">Recovery plan</dt>		<dt itemprop="name">Recovery plan</dt>
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	<hr />		<hr />
	<p><i><u>Notes</u>:</i>		<p><i><u>Notes</u>:</i>
	</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists" title="~~Example~~: YaSM checklists and document templates">~~example~~</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>		</p><p><span id="ydo"><strong>[*]</strong> <i>"YaSM data objects"</i> are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see <a href="https://yasm.com/wiki/en/index.php/Problem_Record_-_Template" title="Problem record document template">"Problem record" template</a> and <a href="https://yasm.com/wiki/en/index.php/Service_Management_Checklists#yasm-template-example" title="Examples: YaSM checklists and document templates">more examples</a>) describing its typical contents, and an associated lifecycle diagram depicting how the status of the object changes as it is created, updated, read and archived by various YaSM processes (see <a href="https://yasm.com/wiki/en/img/yasm-project/Yasm-object-lifecycle-diagram.jpg" title="Example: YaSM object lifecycle diagram (.JPG)">example</a>).</span>
	</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>		</p><p><i>"Other objects"</i> are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.</html>

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Andrea at 16:37, 22 September 2021

2021-09-22T16:37:07Z

← Older revision		Revision as of 18:37, 22 September 2021
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	<meta property="og:description" content="The problem management process in YaSM is about managing the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. The primary objective of the problem resolution process is to prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented." />		<meta property="og:description" content="The problem management process in YaSM is about managing the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. The primary objective of the problem resolution process is to prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented." />
	<meta property="og:site_name" content="YaSM">		<meta property="og:site_name" content="YaSM Service Management">
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	<p> </p>		<p> </p>

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	<p> </p>		<p> </p>

	{\| class="wikitable ~~sortable~~" style="background: white; text-align:center; vertical-align:top; font-size: 90%; line-height: 1.3em;"		{\| class="wikitable" style="background: white; text-align:center; vertical-align:top; font-size: 90%; line-height: 1.3em;"
	\|+<span style="font-size: 120%; line-height: 2.3em;"><span id="raci-matrix-lp4-7">Responsibility matrix: "LP4.7: Resolve problems"</span></span>		\|+<span style="font-size: 120%; line-height: 2.3em;"><span id="raci-matrix-lp4-7">Responsibility matrix: "LP4.7: Resolve problems"</span></span>
	\|- style="vertical-align:top"		\|- style="vertical-align:top"
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	== Notes ==		== Notes ==

	<html><div itemid="https://yasm.com/wiki/en/img/yasm-process-definition/~~what-is~~-problem-management-process.jpg" itemscope itemtype="https://schema.org/ImageObject">		<html><div itemid="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-problem-management-process.jpg" itemscope itemtype="https://schema.org/ImageObject">
	<a href="https://yasm.com/wiki/en/img/yasm-process-definition/~~what-is~~-problem-management-process.jpg" title="Problem management: process ~~definition (.pdf)~~" itemprop="contentUrl">		<a href="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-problem-management-process.jpg" title="Problem management: process objectives" itemprop="contentUrl">
	<img style="display: block; float: left; margin-left: 10px; margin-right: 20px" src="https://yasm.com/wiki/en/img/yasm-process-definition/~~what-is~~-problem-management-process.jpg" width="320" height="~~180~~" title="Problem management: process ~~definition~~" alt="~~What is~~ problem management~~? Definition~~ of the ~~problem resolution~~ process ~~LP4.7~~ from the ~~YaSM service management framework~~." />		<img style="display: block; float: left; margin-left: 10px; margin-right: 20px" src="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-problem-management-process.jpg" width="320" height="167" title="Problem management: process goal" alt="The problem management process in YaSM manages the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. The primary objective of this process is to prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented." />
	<meta itemprop="caption" content="~~Resolve problems \|~~ YaSM problem management ~~\| Process definition~~ LP4.7" />		<meta itemprop="caption" content="Process objective: YaSM problem management - Resolve problems (LP4.7)." />
	<meta itemprop="width" content="1200" />		<meta itemprop="width" content="1200" />
	<meta itemprop="height" content="~~675~~" />		<meta itemprop="height" content="627" />
	<meta itemprop="dateCreated" content="~~2017~~-06-30" />		<meta itemprop="dateCreated" content="2021-09-21" />
	<meta itemprop="datePublished" content="~~2017~~-09-~~16" />~~		<meta itemprop="datePublished" content="2021-09-22" /></a></div>
	~~<meta itemprop="dateModified" content="2021-06-29~~" /></a></div>
	<div style="margin-left: 5%; color:#636363">		<div style="margin-left: 5%; color:#636363">
	<p style="margin-top: 0; word-wrap:normal;">Is based on: The problem resolution process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>		<p style="margin-top: 0; word-wrap:normal;">Is based on: The problem resolution process from the <a href="https://yasm.com/en/products/yasm-process-map" title="YaSM Process Map">YaSM Process Map</a>.</p>
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	<link itemprop="hasPart" href="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems#process-inputs-outputs">		<link itemprop="hasPart" href="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems#process-inputs-outputs">
	<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" />		<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" />
	<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process-definition/~~what-is~~-problem-management-process.jpg" />		<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process/goal-definition/yasm-problem-management-process.jpg" />
	<link itemprop="isPartOf" href="https://yasm.com/wiki/en/index.php/LP4:_Operate_the_services" />		<link itemprop="isPartOf" href="https://yasm.com/wiki/en/index.php/LP4:_Operate_the_services" />
	<meta itemprop="mentions" content="ITIL 4 problem management" />		<meta itemprop="mentions" content="ITIL 4 problem management" />
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	[[Category:YaSM process]]		[[Category:YaSM process]]
	<!-- --- -->		<!-- --- -->

Andrea at 16:44, 29 June 2021

2021-06-29T16:44:57Z

Show changes

Andrea at 15:26, 25 January 2021

2021-01-25T15:26:24Z

← Older revision		Revision as of 17:26, 25 January 2021
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	==Process outputs==		==Process outputs==

	<html><div itemid="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems#~~Process_outputs~~" itemscope="itemscope" itemtype="https://schema.org/~~CreativeWork~~"><~~!-- define schema~~.org/~~CreativeWork --~~>		<html><!-- define schema.org/DefinedTermSet -->
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			<link itemprop="additionalType" href="http://www.productontology.org/id/Input/output" />
	<meta itemprop="name" content="YaSM process LP4.7: documents and records" />		<meta itemprop="name" content="YaSM process LP4.7: documents and records" />
	<meta itemprop="alternateName" content="Problem resolution process outputs" />		<meta itemprop="alternateName" content="Problem resolution process outputs" />
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	<p> </p>		<p> </p>

	<dl><dt>Incident model</dt>		<dl>
	<dd>An incident model contains the pre-defined steps that should be taken for dealing with a particular type of incident. The aim of providing incident models is to ensure that recurring incidents are handled efficiently and effectively. <a href="#ydo" title="YaSM data object">[*]</a></dd></dl>		<div itemprop="hasDefinedTerm" itemscope itemtype="http://schema.org/DefinedTerm">
	<~~p><br~~ /></p>		<dt itemprop="name">Incident model</dt>
	<dl id="Problem-record"~~><dt~~>Problem record</dt>		<dd itemprop="description" style="margin-bottom: 1em;">An incident model contains the pre-defined steps that should be taken for dealing with a particular type of incident. The aim of providing incident models is to ensure that recurring incidents are handled efficiently and effectively. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>
	<dd>A set of data with all details of a problem, documenting the history of the problem from registration to closure. A problem is defined as the underlying cause of one or more (potential) incidents, although the cause may not be known at the time a problem record is created. Often, a workaround is provided for a problem while a full resolution is not yet available. <a href="#ydo" title="YaSM data object">[*]</a></dd></dl>		<div itemprop="hasDefinedTerm" itemscope itemtype="http://schema.org/DefinedTerm">
	<~~p><br~~ /></p>		<dt itemprop="name" id="Problem-record">Problem record</dt>
	~~<dl>~~<dt>Recovery plan</dt>		<dd itemprop="description" style="margin-bottom: 1em;">A set of data with all details of a problem, documenting the history of the problem from registration to closure. A problem is defined as the underlying cause of one or more (potential) incidents, although the cause may not be known at the time a problem record is created. Often, a workaround is provided for a problem while a full resolution is not yet available. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>
	<dd>Recovery plans contain detailed instructions for returning specific services and/ or systems to a working state, which often includes recovering data to a defined consistent state. <a href="#ydo" title="YaSM data object">[*]</a></dd></dl>		<div itemprop="hasDefinedTerm" itemscope itemtype="http://schema.org/DefinedTerm">
	<~~p><br~~ /></p>		<dt itemprop="name">Recovery plan</dt>
	~~<dl>~~<dt>Service operation manual</dt>		<dd itemprop="description" style="margin-bottom: 1em;">Recovery plans contain detailed instructions for returning specific services and/ or systems to a working state, which often includes recovering data to a defined consistent state. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>
	<dd>A service operation manual specifies the activities required for the operation of a service and its underlying infrastructure. The information in the service operation manual is meant to describe the day-to-day tasks in a way that is useful for operational staff. Some instructions related to the operation of particular applications, systems or other infrastructure components may be documented in separate technical manuals or 'standard operating procedures (SOPs)'. <a href="#ydo" title="YaSM data object">[*]</a></dd></dl>		<div itemprop="hasDefinedTerm" itemscope itemtype="http://schema.org/DefinedTerm">
	<~~p><br /></p>~~		<dt itemprop="name">Service operation manual</dt>
	~~<dl~~ style="color:#636363"><dt>Suggested process modification</dt>		<dd itemprop="description" style="margin-bottom: 1em;">A service operation manual specifies the activities required for the operation of a service and its underlying infrastructure. The information in the service operation manual is meant to describe the day-to-day tasks in a way that is useful for operational staff. Some instructions related to the operation of particular applications, systems or other infrastructure components may be documented in separate technical manuals or 'standard operating procedures (SOPs)'. <a href="#ydo" title="YaSM data object">[*]</a></dd></div>
	<dd>A suggestion for modifying one or several service management processes. Suggestions for process modifications or improvements may originate from anywhere within the organization.</dd></dl>		<div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype="http://schema.org/DefinedTerm">
	<~~p><br /></p>~~		<dt itemprop="name">Suggested process modification</dt>
	~~<dl~~ style="color:#636363"><dt>Suggested service modification</dt>		<dd itemprop="description" style="margin-bottom: 1em;">A suggestion for modifying one or several service management processes. Suggestions for process modifications or improvements may originate from anywhere within the organization.</dd></div>
	<dd>A suggestion for modifying a service, for example to improve service quality or economics. Suggestions may originate from anywhere within or outside of the service provider organization.</dd></dl>		<div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype="http://schema.org/DefinedTerm">
	<~~p><br /></p>~~		<dt itemprop="name">Suggested service modification</dt>
	~~<dl~~ style="color:#636363"><dt>Support request</dt>		<dd itemprop="description" style="margin-bottom: 1em;">A suggestion for modifying a service, for example to improve service quality or economics. Suggestions may originate from anywhere within or outside of the service provider organization.</dd></div>
	<dd>A request to support the resolution of an incident or problem, usually issued from the incident or problem manager when further assistance is needed from technical experts or external suppliers.</dd></dl>		<div style="color:#636363" itemprop="hasDefinedTerm" itemscope itemtype="http://schema.org/DefinedTerm">
	</div><!-- end of schema.org/~~CreativeWork~~ --><p>		<dt itemprop="name">Support request</dt>
			<dd itemprop="description" style="margin-bottom: 1em;">A request to support the resolution of an incident or problem, usually issued from the incident or problem manager when further assistance is needed from technical experts or external suppliers.</dd></div>
			</dl>
			</div><!-- end of schema.org/DefinedTermSet --><p>

	<p> </p>		<p> </p>
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	<link itemprop="hasPart" href="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems#LP4.7.4">		<link itemprop="hasPart" href="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems#LP4.7.4">
	<link itemprop="hasPart" href="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems#LP4.7.5">		<link itemprop="hasPart" href="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems#LP4.7.5">
	<link itemprop="hasPart" href="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems#~~Process_outputs~~">		<link itemprop="hasPart" href="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems#process-inputs-outputs">
	<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" />		<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" />
	<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process-definition/what-is-problem-management-process.jpg" />		<link itemprop="image" href="https://yasm.com/wiki/en/img/yasm-process-definition/what-is-problem-management-process.jpg" />

Andrea at 15:46, 14 June 2020

2020-06-14T15:46:24Z

← Older revision		Revision as of 18:16, 29 May 2024
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	<meta itemprop="datePublished" content="2014-05-08" />		<meta itemprop="datePublished" content="2014-05-08" />
	<meta itemprop="dateModified" content="~~2019~~-10-27" />		<meta itemprop="dateModified" content="2024-05-19" />
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	<img style="margin:20px 0px 10px 0px; float:left;" src="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" width="800" height="600" title="Resolve problems. - YaSM problem management process LP4.7" alt="Fig. 1: Resolve problems. - YaSM problem management process LP4.7. - Related with: Practice of ITIL 4 problem management." /></a><br style="clear:both;"/>		<img style="margin:20px 0px 10px 0px; float:left;" srcset="https://yasm.com/wiki/en/img/yasm-process/480px/Resolve-problems-yasm-lp4-7.jpg 480w, https://yasm.com/wiki/en/img/yasm-process/800px/Resolve-problems-yasm-lp4-7.jpg 800w, https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" width="800" height="600" title="Resolve problems. - YaSM problem management process LP4.7" alt="Fig. 1: Resolve problems. - YaSM problem management process LP4.7. - Related with: Practice of ITIL 4 problem management." /></a><br style="clear:both;"/>
	<div class="thumbcaption" style="margin:15px 0px 20px 0px"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: '<a href="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" title="YaSM problem management LP4.7">~~Resolve problems~~</a>~~'</b>:~~</span>~~<br />YaSM problem management process LP4.7.~~</span></div></div></div><br style="clear:both;"/>		<div class="thumbcaption" style="margin:15px 0px 20px 0px"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: 'Resolve problems'</b><br /><a href="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" title="YaSM problem management LP4.7">YaSM problem management process ('LP4.7')</a>.</span></span></div></div></div><br style="clear:both;"/>

	<p><i><u>Compatibility</u>: YaSM problem management is <a href="/wiki/en/index.php/YaSM_and_ISO_20000#ISO_20000_requirements_and_related_service_management_processes" title="YaSM und ISO 20000">aligned with ISO 20000</a>, the international standard for service management (see ISO/IEC 20000-1:2018, <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Resolution-and-fulfilment" title="ISO 20000 section 8.6: Resolution and fulfilment">section 8.6</a>), and it <a href="/wiki/en/index.php/YaSM_and_ITIL#ITIL-4-Problem-management" title="ITIL 4 practices and YaSM processes: ITIL 4 problem management">corresponds to the practice of 'ITIL 4 problem management'</a>.</i></html>		<p><i><u>Compatibility</u>: YaSM problem management is <a href="/wiki/en/index.php/YaSM_and_ISO_20000#ISO_20000_requirements_and_related_service_management_processes" title="YaSM und ISO 20000">aligned with ISO 20000</a>, the international standard for service management (see ISO/IEC 20000-1:2018, <a href="/wiki/en/index.php/YaSM_and_ISO_20000#Resolution-and-fulfilment" title="ISO 20000 section 8.6: Resolution and fulfilment">section 8.6</a>), and it <a href="/wiki/en/index.php/YaSM_and_ITIL#ITIL-4-Problem-management" title="ITIL 4 practices and YaSM processes: ITIL 4 problem management">corresponds to the practice of 'ITIL 4 problem management'</a>.</i></html>

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	<meta name="twitter:description" content="The problem management process in YaSM is about managing the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. The primary objective of the problem resolution process is to prevent service incidents from happening, ~~[...]~~.">		<meta name="twitter:description" content="The problem management process in YaSM is about managing the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. The primary objective of the problem resolution process is to prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented.">
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	<meta name="twitter:image:alt" content="The problem management process in YaSM: ~~Definition \|~~ To manage the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. To prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented.">		<meta name="twitter:image:alt" content="The problem management process in YaSM corresponds to the practice of 'ITIL 4 problem management'. Objective:To manage the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. To prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented.">
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	<meta itemprop="datePublished" content="2014-05-08" />		<meta itemprop="datePublished" content="2014-05-08" />
	<meta itemprop="dateModified" content="2019-10-27" />		<meta itemprop="dateModified" content="2019-10-27" />
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			<meta itemprop="width" content="1200" />
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			<meta itemprop="dateCreated" content="2020-06-13" />
			<meta itemprop="datePublished" content="2020-06-14" />
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	<img style="margin:20px 0px 10px 0px; float:left;" src="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" width="800" height="600" title="Resolve problems. - YaSM problem management process LP4.7" alt="Fig. 1: Resolve problems. - YaSM problem management process LP4.7. - Related with: Practice of ITIL 4 problem management." /></a><br style="clear:both;"/>		<img style="margin:20px 0px 10px 0px; float:left;" src="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" width="800" height="600" title="Resolve problems. - YaSM problem management process LP4.7" alt="Fig. 1: Resolve problems. - YaSM problem management process LP4.7. - Related with: Practice of ITIL 4 problem management." /></a><br style="clear:both;"/>
	<div class="thumbcaption" style="margin:15px 0px 20px 0px"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: '<a href="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" title="YaSM problem management LP4.7">Resolve problems</a>'</b>:</span><br />YaSM problem management process LP4.7.</span></div></div></div><br style="clear:both;"/>		<div class="thumbcaption" style="margin:15px 0px 20px 0px"><span itemprop="caption"><span style="font-variant:small-caps;"><b>Fig. 1: '<a href="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" title="YaSM problem management LP4.7">Resolve problems</a>'</b>:</span><br />YaSM problem management process LP4.7.</span></div></div></div><br style="clear:both;"/>