LP4.7: Resolve problems: Difference between revisions
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'''Process name:''' [[#Process_description|Resolve problems]] - '''Part of:''' [[YaSM_Processes#service-lifecycle-processes|Service lifecycle processes]] - [[LP4: Operate the services|Operate the services]] | |||
'''Previous process:''' [[LP4.6: Resolve incidents and service requests|Resolve incidents and service requests]] | |||
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==Process description== | ==Process description== | ||
<html><div itemscope itemtype="https://schema.org/ImageObject"><a href="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" title="Resolve problems. - YaSM process LP4.7" itemprop="contentUrl"><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="633" height="381" title="Resolve problems. - YaSM process LP4.7" alt="Fig. 1: Resolve problems. - YaSM problem resolution process LP4.7" /></a><br style="clear:both;"/><div class="thumbcaption"><span style="font-variant:small-caps;"><b>Figure 1:</b></span> <small><span itemprop="caption">"Resolve problems". - YaSM service lifecycle process LP4.7.</span></small></div></div><br style="clear:both;"/> | <html><div itemid="https://yasm.com/wiki/en/img/yasm-process/Resolve-problems-yasm-lp4-7.jpg" itemscope itemtype="https://schema.org/ImageObject"> | ||
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<meta itemprop="keywords" content="yasm problem resolution process" /> | |||
<meta itemprop="keywords" content="yasm problem management" /> | |||
<meta itemprop="keywords" content="Problem management" /> | |||
<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="633" height="381" title="Resolve problems. - YaSM process LP4.7" alt="Fig. 1: Resolve problems. - YaSM problem resolution process LP4.7" /></a><br style="clear:both;"/> | |||
<div class="thumbcaption"><span style="font-variant:small-caps;"><b>Figure 1:</b></span> <small><span itemprop="caption">"Resolve problems". - YaSM service lifecycle process LP4.7.</span></small></div></div><br style="clear:both;"/> | |||
<p><span itemprop="description">The objective of "<strong class="selflink"> | <p><span id="md-itempage-description" itemprop="description">The objective of "<strong class="selflink">LP4.7: Resolve problems</strong>" is to manage the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. The primary objective of YaSM's problem resolution process is to prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented.</span></html> | ||
<p> </p> | <p> </p> | ||
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==Sub-processes== | ==Sub-processes== | ||
<html><div itemscope="itemscope" itemtype="https://schema.org/ | <html><!-- define schema.org/CreativeWork --><div itemid="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems#Sub-processes" itemscope="itemscope" itemtype="https://schema.org/CreativeWork"> | ||
<meta itemprop=" | <link itemprop="additionalType" href="http://www.productontology.org/id/Business_process" /> | ||
< | <meta itemprop="name" content="Problem resolution processes" /> | ||
<meta itemprop="alternateName" content="YaSM problem management processes: definitions" /> | |||
<p><span itemprop="description">YaSM's problem management process <i>'LP4.7: Resolve problems'</i> has the following sub-processes:</span> | |||
</p> | </p> | ||
<p> </p> | <p> </p> | ||
< | |||
< | <div itemprop="hasPart" itemid="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems#process-LP4.7.1" itemscope itemtype="https://schema.org/CreativeWork"> | ||
<meta itemprop="alternateName" content="YaSM problem resolution process LP4.7.1" /> | |||
<dl id="LP4.7.1"><dt itemprop="name">LP4.7.1: Pro-actively identify problems</dt> | |||
<dd itemprop="description">Process objective: To improve overall availability of services by proactively identifying problems. This process aims to identify and solve problems and/ or provide suitable workarounds before (further) service incidents occur.</dd></dl> | |||
</div> | |||
<p><br /></p> | <p><br /></p> | ||
< | <div itemprop="hasPart" itemid="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems#process-LP4.7.2" itemscope itemtype="https://schema.org/CreativeWork"> | ||
< | <meta itemprop="alternateName" content="YaSM problem resolution process LP4.7.2" /> | ||
</ | <dl id="LP4.7.2"><dt itemprop="name">LP4.7.2: Categorize and prioritize problems</dt> | ||
<dd itemprop="description">Process objective: To record and prioritize the problems with appropriate diligence, in order to facilitate a swift and effective resolution.</dd></dl> | |||
</div> | |||
<p><br /></p> | <p><br /></p> | ||
< | <div itemprop="hasPart" itemid="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems#process-LP4.7.3" itemscope itemtype="https://schema.org/CreativeWork"> | ||
< | <meta itemprop="alternateName" content="YaSM problem resolution process LP4.7.3" /> | ||
<dl id="LP4.7.3"><dt itemprop="name">LP4.7.3: Analyze and resolve problems</dt> | |||
<dd itemprop="description">Process objective: To identify the underlying causes of problems and to determine the most appropriate and economical problem solution. If possible, a temporary workaround should be supplied while no full solution is available.</dd></dl> | |||
</div> | |||
<p><br /></p> | <p><br /></p> | ||
< | <div itemprop="hasPart" itemid="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems#process-LP4.7.4" itemscope itemtype="https://schema.org/CreativeWork"> | ||
< | <meta itemprop="alternateName" content="YaSM problem resolution process LP4.7.4" /> | ||
<dl id="LP4.7.4"><dt itemprop="name">LP4.7.4: Monitor outstanding problems</dt> | |||
<dd itemprop="description">Process objective: To constantly monitor outstanding problems with regards to their processing status, and to take corrective action as required.</dd></dl> | |||
</div> | |||
<p><br /></p> | <p><br /></p> | ||
< | <div itemprop="hasPart" itemid="https://yasm.com/wiki/en/index.php/LP4.7:_Resolve_problems#process-LP4.7.5" itemscope itemtype="https://schema.org/CreativeWork"> | ||
< | <meta itemprop="alternateName" content="YaSM problem resolution process LP4.7.5" /> | ||
</div><!-- end of schema.org/ | <dl id="LP4.7.5"><dt itemprop="name">LP4.7.5: Close problems</dt> | ||
<dd itemprop="description">Process objective: To ensure that the problem resolution has been successful and all related information is up-to-date.</dd></dl> | |||
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==Process outputs== | ==Process outputs== | ||
<html><div itemscope="itemscope" itemtype="https://schema.org/ | <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 --> | ||
<meta itemprop=" | <meta itemprop="name" content="YaSM process LP4.7: documents and records" /> | ||
<p> | <meta itemprop="alternateName" content="Problem resolution process outputs" /> | ||
<meta itemprop="alternateName" content="Problem resolution data objects" /> | |||
<p><span itemprop="description">This section lists the documents and records produced by <i>'Resolve problems'</i>.</span> YaSM data objects <a href="#ydo" title="YaSM data object">[*]</a> are marked with an asterisk, while other objects are displayed in gray.</p> | |||
<p> </p> | <p> </p> | ||
< | <dl><dt>Incident model</dt> | ||
< | <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> | ||
<p><br /></p> | <p><br /></p> | ||
< | <dl id="Problem-record"><dt>Problem record</dt> | ||
< | <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> | ||
<p><br /></p> | <p><br /></p> | ||
< | <dl><dt>Recovery plan</dt> | ||
< | <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> | ||
<p><br /></p> | <p><br /></p> | ||
< | <dl><dt>Service operation manual</dt> | ||
< | <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> | ||
<p><br /></p> | <p><br /></p> | ||
< | <dl style="color:#636363"><dt>Suggested process modification</dt> | ||
< | <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> | ||
<p><br /></p> | <p><br /></p> | ||
< | <dl style="color:#636363"><dt>Suggested service modification</dt> | ||
< | <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> | ||
<p><br /></p> | <p><br /></p> | ||
< | <dl style="color:#636363"><dt>Support request</dt> | ||
< | <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><!-- end of schema.org/ | </div><!-- end of schema.org/CreativeWork --><p> | ||
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<html><p>Process metrics are used, for example, to assess if the service management processes are running according to expectations.</p> | <html><p>Process metrics are used, for example, to assess if the service management processes are running according to expectations.</p> | ||
<p>For suggestions of <a | <p>For suggestions of <a href="https://yasm.com/wiki/en/index.php/YaSM_Metrics" title="How to measure the performance of the YaSM processes - Process metrics">suitable metrics</a>, please refer to the <a href="https://yasm.com/wiki/en/index.php/YaSM_Metrics/_Service_Lifecycle_Processes#metrics-lp4.7" title="Metrics for the YaSM process LP4.7: Resolve problems.">list of metrics for the problem resolution process</a>.</html> | ||
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== | == Notes == | ||
<html><img src="https://yasm.com/wiki/en/img/yasm-process/thumbs/yasm-lp4-7-180x110.jpg" width="180" height="110" title="YaSM LP4.7: Resolve problems" alt="YaSM LP4.7: Resolve problems. - Thumbnail." style="display: block; float: left; margin-right: 10px" /></p> | |||
<div style="margin-left: 30%; color:#636363"> | |||
<p style="margin-top: 0;">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><small>By:  Stefan Kempter <a rel="author" href="https://plus.google.com/111925560448291102517/about"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/google.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>  and  Andrea Kempter <a href="https://plus.google.com/113316270668629760475/about"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/google.jpg" width="16" height="16" title="By: Andrea Kempter | Profile on Google+" alt="Contributor: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</small><br style="clear:both;"/></div><p></html> | ||
< | |||
<p> </p> | |||
==Related blog posts== | |||
<html><a href="https://yasm.com/en/blog/service-operation-yasm"><img src="https://yasm.com/en/content/blog/150729-service-operation-yasm/img-180x110.jpg" 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-right: 10px"/></a> | |||
<div style="margin-left: 30%; color:#636363"> | |||
<p style="margin-top: 0;"><a href="https://yasm.com/en/blog/service-operation-yasm">Service operation according to YaSM</a></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/en/blog/service-operation-yasm">[...]</a></p></div><p> | |||
<p> </p> | |||
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Revision as of 10:57, 15 November 2016
Process name: Resolve problems - Part of: Service lifecycle processes - Operate the services
Previous process: Resolve incidents and service requests
Process description
The objective of "LP4.7: Resolve problems" is to manage the lifecycle of all problems, where a problem is the underlying cause of one or several (potential) incidents. The primary objective of YaSM's problem resolution process is to prevent service incidents from happening, and to minimize the impact of incidents which cannot be prevented.
Sub-processes
YaSM's problem management process 'LP4.7: Resolve problems' has the following sub-processes:
- LP4.7.1: Pro-actively identify problems
- Process objective: To improve overall availability of services by proactively identifying problems. This process aims to identify and solve problems and/ or provide suitable workarounds before (further) service incidents occur.
- LP4.7.2: Categorize and prioritize problems
- Process objective: To record and prioritize the problems with appropriate diligence, in order to facilitate a swift and effective resolution.
- LP4.7.3: Analyze and resolve problems
- Process objective: To identify the underlying causes of problems and to determine the most appropriate and economical problem solution. If possible, a temporary workaround should be supplied while no full solution is available.
- LP4.7.4: Monitor outstanding problems
- Process objective: To constantly monitor outstanding problems with regards to their processing status, and to take corrective action as required.
- LP4.7.5: Close problems
- Process objective: To ensure that the problem resolution has been successful and all related information is up-to-date.
Process outputs
This section lists the documents and records produced by 'Resolve problems'. YaSM data objects [*] are marked with an asterisk, while other objects are displayed in gray.
- Incident model
- 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. [*]
- Problem record
- 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. [*]
- Recovery plan
- 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. [*]
- Service operation manual
- 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)'. [*]
- Suggested process modification
- A suggestion for modifying one or several service management processes. Suggestions for process modifications or improvements may originate from anywhere within the organization.
- Suggested service modification
- 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.
- Support request
- 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.
Notes:
[*] "YaSM data objects" are those documents or records for which the YaSM model provides detailed recommendations: Every YaSM object has an associated checklist (see example) 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 example).
"Other objects" are mostly informal data or information where YaSM has less strong views about their contents. There are no associated lifecycle diagrams or checklists.
Process metrics
Process metrics are used, for example, to assess if the service management processes are running according to expectations.
For suggestions of suitable metrics, please refer to the list of metrics for the problem resolution process.
Roles and responsibilities
Process owner: Problem manager
- 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.
YaSM role / sub-process | Problem manager | Service owner | Technical domain expert | |
---|---|---|---|---|
LP4.7.1 | Pro-actively identify problems | AR | - | - |
LP4.7.2 | Categorize and prioritize problems | AR | - | - |
LP4.7.3 | Analyze and resolve problems | AR | R | R |
LP4.7.4 | Monitor outstanding problems | AR | - | - |
LP4.7.5 | Close problems | AR | - | - |
Notes
Is based on: The problem resolution process from the YaSM Process Map.
Related blog posts
Service operation according to YaSM
by: Stefan Kempter
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. [...]
Process description › Sub-processes › Process outputs › Metrics › Roles