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1. ITIL-Problem Management for the Beginners

Abhishek Agnihotry
If any query mail me at
agnihotry@gmail.com

2. We will learn here 
 What is Problem Management
 Goals of Problem Management
 Reactive PM
 Proactive PM
 Problem Management Measures
 Proactive PM Assessments
 Trends & Tools
 Key Proactive Measures
 Establishing a Robust Problem Management Program
 Key Performance Indicators (KPI’s)

3. What is Problem and Problem Management ?
Think you are in Service Desk and one issue came for an user who cant not send
or receive emails, your team raised an incident and started working now
One more issue came for similar nature for other user , and one more …..
What will be your first thought ?
Yes, there is something wrong but you do not know what …???
what you should do ….?????????
MAKE SURE NOTHING but to restore the services and give user a workaround as
you are Incident management team, let PM do the Investigation and ROOT CAUSE
ANALYSIS (Why, why, why it happened)
Learn for your interview 
The major goal of incident is to restore the services as earliest as possible with a
workaround, fix you can find later with help of Problem and Error control

4. What Problem Managers Do ?
Investigate and do Root cause Analysis for the issue
Investigate GAP in process
Propose error control
Now for your interview just learn ITIL term 
Problem is “the unknown underlying cause of one or more Incidents”

5. So What is Problem Management ?
Problem management is a process which deals with unknown causes
of incident / incidents , find out the Root Cause and help to update
The KEDB and may propose Error Solution for a Fix
Learn for your interview 
Workaround = Temporary solution, Fix = a Permanent solution

6. Goal of Problem Management
 Main goal is the detection of the underlying causes of an incident and their
subsequent resolution and prevention
Supports Incident Management and Service Desk function
 The PM goal can be in direct conflict with Incident Management where the goal is to
restore service to the customer as quickly as possible rather than search for a
permanent solution (a FIX).
Two facets:
 Reactive
 Support Incident Management and built on Problem Control and Error Control
processes.
 Proactive
 Proactive Problem Management is focused on problem prevention; the identification
and resolution of underlying Incident causes before they recur.

8.  Problem Control
 The identification of the root cause of incidents (problems), such as the
configuration items that are at fault, and to provide Service Desk with
information and advice on workarounds when available.
 Problem control activities include: problem identification, recording,
classification, investigation and diagnosis.
 Error Control
 The correction of configuration items to remove errors / faults, and the overall
management of known errors that remain unresolved and until eliminated by the
successful implementation of a change utilizing the Change Management
process as a control.

9. Lets check what is PROACTIVE PM and how you do it 
What for:
 Minimize disruption of the normal service levels;
 Monitor and analyze the problem environment
 Provide information for developing proactive measures to improve service
quality.
 Lower the ratio of reactive PM
How do this:
 Analyze the trend of Incidents and Alerts
 Risk assessment and mitigation of the potential and prevention of errors in any one
system recurring in any other systems;
 the identification of any other
I love Old 80:20 rule (* Google what is Pareto and howI love Old 80:20 rule (* Google what is Pareto and how
to use it)to use it)

10. KPI’s and CSF’s for PPM
 Critical Success Factors (CSFs)
 Targets:
 service quality excellence and improvement
 Lowered impact of Incidents and Problems
 Reduction of user cost associated with Incidents and Problems.
 Improvements in Service Quality
 Reduce and eliminate repeat occurrence of Incidents and Problems
 Reduce number of Incidents and Problems affecting service to Customers
 Measurably reduce the occurrence of Known Incidents (KIs) and Problems
 Reduce or eliminate delays in production of management reports
 improved response to business and normal service disruption caused by
Incidents and Problems.

11.  Minimize impact of Problems:
 Reduce average time to resolve Problems
 Reduce time to implement fixes to Known Errors
 Reduce time to diagnose Problems
 Reduce the average number of undiagnosed Problems
 Reduce the average backlog of 'open' Problems and errors.
 Cost reduction of Problems to Users:
 Reduce impact of Problems on User
 Reduce in the business and associated delivery of Business services disruption
caused by Incidents and Problems
 Reduce the number of Problems escalated (due to missed resolution targets (SLAs).)
 Reduce the IT Problem Management budget
 Increase the number and quality of proactive Changes requested by Problem
Management, particularly from Major Incident and Problem reviews.

12.  Key Performance Indicators (KPIs)

13.  Q&A 
Practical approach how to initiate problem management
 Identify person
 Start asking for RCA for critical and repetitive issue
 Evaluate RCA’s and check Why’s
 Analyze the reason and fix provided
 Go in error control and prepare error solution
 Get this evaluated/reviewed by business
 Implement the change and fix it 
Write me for any question at agnihotry@gmail.com