IT Problem Management
The IT Problem Management process aims to quickly resolve IT-related issues to prevent disruptions or downtime, understand root causes, and take preventive measures for business continuity.
Workflow Steps
Step 1 - Problem Identification & Logging
A problem is identified, often because of multiple related incidents. A problem ticket is created, linking all associated incident tickets.
Step 2 - Root Cause Analysis (RCA)
A team is assigned to investigate the problem using structured techniques like the "5 Whys" or "Fishbone Diagram" to identify the underlying root cause.
Step 3 - Develop & Document Workaround
In the short term, a workaround is developed and documented in a knowledge base article to help users bypass the issue while a permanent fix is developed.
Step 4 - Implement Permanent Fix
A permanent fix is developed, tested via the Change Management process, and deployed to resolve the root cause. This may involve a code change, a configuration update, or a hardware replacement.
Step 5 - Problem Closure & Review
Once the fix is confirmed to be effective and incidents are no longer recurring, the problem ticket is formally closed, and the learnings are documented.
The Purpose of IT Problem Management
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