1. Author: Brett Andrews, OPTECISM Ltd
Processes
Problem Management
Includes –
Reactive problem management
Proactive problem management
Problem identification
Recording, classification & prioritisation
Investigation & diagnosis
Resolution & closure
Reactive PM – restoration of 1 or more incidents where IM achieved no resolution
Proactive PM – trend/common issue analysis; engage suppliers regarding KEs (Known Errors)
See the associated video on YouTube channel
Objective –
To reduce service disruption by identifying and eliminating incidents through root cause analysis
Author: Brett Andrews, OPTECISM Ltd

2. Author: Brett Andrews, OPTECISM Ltd
Processes
Problem Management
Links to –
Configuration Management
Incident Management
Change Management
Service Level Management
Availability Management
Capacity Management
Information Security Management
Config Mgmt – obtains status history of CIs and provides CI data for problem investigation; provides problem data to Config Mgmt
Incident Mgmt – receives data for impact assessment & investigation; provides updates on investigations to IM
Change Management – advises where incidents result from change
Service Level Mgmt – receives SLTs; provide volume & SL achievement data
Availability Mgmt – provides details affecting availability, i.e. service disruption
Capacity Mgmt – provides details of where incidents relate to capacity
Security Mgmt – provides details of Information Security incidents
Author: Brett Andrews, OPTECISM Ltd