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Itil V3 Books Free Download4/24/2021
The end goal of problem management should always be to reduce the overall quantity of preventable incidents and thereby increase the quality of service provided.The difficulty lies in the similarity between incident management and problem management.The two processes are so closely aligned that differentiating the activities can become difficult for ITIL novices.
At what point does one turn into the other In some organizations, the two processes aret so closely related they are combined altogether. Quickly understand key changes and actionable concepts, written by ITIL 4 contributors. A useful metaphor for understanding the relationship between problems and incidents is to think of the relationship between a disease and its symptoms. Just as a doctor uses the symptoms to diagnose the disease, so problem management uses the incidents to diagnose the problem. If incidents occur rarely or have little impact, assigning resources to perform root-cause analysis cant be justified. Itil V3 Books Series Of RepeatedHowever, if an individual incident or a series of repeated incidents causes significant impact, problem management is tasked with diagnosing the underlying cause of the incidents and, ultimately, to identify a means to remove that cause. Problem management uses a problem database to track problems and to associate any identified workarounds with them. Once the problem has been diagnosed and a workaround identified, the problem is referred to as a known error. These are documented in the known error database (KEDB), which may be the same physical database as the problem database. The KEDB is a significant tool for incident management in resolving incidents caused by known errors. This will typically involve a change to one or more CIs, so the output of the problem management process would be a request for change, which would then be evaluated by the change management process, or included in the CSI register. Incident management handles any unplanned interruption to or quality reduction of an IT service, whereas problem management handles the root causes of incidents. Or in clearer terms, incident management restores service whereas problem management eliminates the cause of failed services. Some incidents, such as a malfunctioning mouse at a users workstation, are not indicative of a problem. Other incidents, such as repeated network outages, create a problem investigation due to their frequency. Proactive problem management involves addressing the state of hardware, software, and processes, and preemptively addressing issues before they cause excessive incidents. Neither incident management nor request management has the ability to be proactive like problem management. Hence the primary objective of problem management is to identify, troubleshoot, document, and resolve the root causes of repeated incidents. Incident information filters up to problem management and problem management, in turn, provides the service desk with the known error and workaround information necessary to mitigate problems in the short term. Incident reduction decreases the load on the service desk, improves end-user satisfaction, and decreases the long-term costs associated with user and service downtime. When problems cannot be resolved, problem management works with the service desk to mitigate the impact of the related incidents.
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