Mission and Scope of Problem Management
Problem Management's mission is very simple and intuitive. It is about minizing the adverse effects on the business of Incidents and Problems caused by errors in the infrastructure. Simple example of an error in the infrastructure can be a router error which doesn't transmit packages properly. If it's kind of BGP router adverse effects on the business will be obviously huge. That's why mission of Problem Management is to also proactively prevent the occurrence of Incidents, Problems and Errors - not just pasivly wait when something wrong is going on.
Scope of Problem Management
1. Pro-active Problem Management - tries to identify problems before they occur or at least on their early stages. Pro-active Problem Management is also responsible for applying workarounds to temporary fix the problem and wait for resolution by appropriate service group.
2. Entry to IT Service Continuity Management - Problem Management is a good source of data for Service Continuity.
3. Maintaining relationships with third party suppliers - as mentioned above sometimes different service groups are involved in resolving problems. Very oftern 3rd support level is located in the 3rd company, so it is Problem Management's responsibility to manage people and lialison with 3rd party organization
4. IT problems and incidents (especially those recurring ones) that affect IT services and have impact on the business very ofter as a result of one ore more incidents.
source: ITIL Resources
published: 2008-11-18 01:24:04