1. Process Details & Tool Highlights April 2011 Problem Management

2. Terminology Roles & Responsibilities Tool Highlights Lifecycle using Tool Upcoming Training Events & Dates Questions Agenda

3. Terminology A Problem – is an unknown underlying cause of one or more incidents A Known Error – is a Problem that has a documented Root Cause OR – when the cause of the problem is known

4. Roles & Responsibilities Process Manager – – Responsible for the overall Problem Management Lifecycle, including Continual Process Improvement Problem Coordinator – – Ensure Problem records progress through the Problem process in a timely and prioritized fashion – Ensures that the information entered in the problem investigations and known errors are accurate and complete – Periodically reviews problem investigations for which no root cause could not be found Problem Assignee – – Responsible for working the Problem & Known Error record in a timely fashion

5. 1.Identification and Classification 2.Investigation and Diagnosis 3.Resolution and Recovery 4.Creation of Known Error (KE) 5.KE Resolution and Closure 6.Problem Closure A.When do you create a Problem Record? B.When is a Known Error identified? C.Knowledge Search D.Tasks

6. Recording the Problem: From an Incident Record 1 2

7. Relationships Carried Forward… 123 4 5

8. Problem Review

9. Knowledge Search

10. Investigation: Working the Problem

11. Investigation: Work Info Entry

12. Investigation: Creating Tasks

13. Working the Task…

14. Problem Resolution

15. Known Error

17. Problem Closure

18. 1.When do you create a Problem Record? 2.When is a Known Error identified? When you need to investigate the Root Cause Identify a series of incidents with the same characteristics You find a problem before an incident is reported (Proactive Problem Mgmt) When the cause of the problem is known When you discover a known defect or are supplied with known bugs/Testing Incidents (TI’s) from development teams or vendors Review

19. Training Information: Backstage Calendar of Events Incident Process Presentation April 6 & 7 ITSM Online Learning & Job Aids Release: TODAY Problem Process Presentation: April 19 & 21 Knowledge Process Presentation: April 26 & 28 Change Process Presentation: May 2 & 4 Support Group Admin Training: May 3 & 5 ITSM Information Webinar: May 9 & 12 ITSM User Labs: May 17 & 19 ITSM Brown Bags: May 16 & 18 Training

20. ―Jeff Neuman (jneuman@umich.edu) Problem Management Process Manager – Anonymous feedback form: https://backstage.itcs.umich.edu/process- implementation/https://backstage.itcs.umich.edu/process- implementation/ Feedback page results: https://collaborate.adsroot.itcs.umich.edu/mais/group/itsServiceManagement/ itsProcessImplementation/Lists/Feedback/AllItems.aspx https://collaborate.adsroot.itcs.umich.edu/mais/group/itsServiceManagement/ itsProcessImplementation/Lists/Feedback/AllItems.aspx ITS Backstage page: https://backstage.its.umich.edu/transition/rationalization/service- management/ https://backstage.its.umich.edu/transition/rationalization/service- management/ Questions