Problem Management

Problem management encompasses a set of activities aimed at identifying, analyzing, and resolving the root causes of recurring incidents or underlying issues within an IT infrastructure. The scope of problem management typically includes the following:

Problem Identification: This involves detecting and recognizing patterns, trends, and anomalies within incident data to identify potential problems that require further investigation. It may involve analyzing incident records, conducting trend analysis, and gathering input from various sources such as end-users, monitoring systems, and service desk reports.

Problem Logging and Categorization: Once a potential problem is identified, it is logged as a formal problem record. Relevant details such as the description, symptoms, affected services, and any available diagnostic information are documented. Problems are typically categorized based on their impact, urgency, and priority to facilitate proper handling and resource allocation.

Problem Investigation and Diagnosis: The problem is thoroughly investigated to determine its underlying cause. This may involve analyzing log files, performing root cause analysis, conducting impact assessments, and engaging subject matter experts. The goal is to understand the problem's origin, its impact on services, and any dependencies or related issues.

Problem Resolution and Workaround Implementation: Once the root cause is identified, problem management focuses on developing a resolution strategy. This may involve creating and implementing permanent fixes, workarounds, or procedural changes to prevent future occurrences of the problem. Changes are typically managed through the change management process to ensure proper testing, approval, and implementation.

Proactive Problem Management: In addition to reactive problem resolution, proactive problem management aims to identify and address potential problems before they impact services. This includes analyzing incident data, monitoring system performance, conducting risk assessments, and implementing preventive measures such as software patches, configuration changes, or training programs.

Problem Closure and Documentation: Once the problem is resolved, it is closed in the problem management system. The resolution details, including the root cause, actions taken, and any lessons learned, are documented for future reference. This information can be used to enhance knowledge management, update documentation, and improve incident response processes.

Continuous Improvement: Problem management is an iterative process that feeds into continuous improvement efforts within the organization. By analyzing patterns and trends in problem data, areas for improvement may be identified that could include IT infrastructure, processes, or training. This feedback loop ensures that recurring problems are minimized, and overall service quality is enhanced over time.

 

The problem management service is typically something that is utilized within the Information technology Services organization, but it may also be requested from time to time by various stakeholders within the institution. The eligibility for this service extends to:

Faculty and Staff: Faculty members and administrative staff who utilize the university's IT infrastructure and services would be eligible to request problem management support. This includes individuals who encounter recurring incidents or face technical issues that affect their work or teaching activities.

Students: Students who rely on the university's IT resources for their academic activities, such as accessing online learning platforms, using university-provided email accounts, or utilizing software and applications, would be eligible to for the problem management service. They can report recurring issues or problems hindering their ability to utilize these resources effectively.

IT Service Desk and Support Staff: The IT help desk personnel and support staff within the university would be responsible for managing and resolving problems reported by faculty, staff, and students. They would directly engage with the problem management service to investigate, diagnose, and resolve complex or recurring issues that require deeper analysis or involve multiple stakeholders.

IT Infrastructure and Services Providers: The service may also extend to the IT infrastructure and services providers within the university, including system administrators, network engineers, database administrators, and application support teams. They can utilize problem management processes to address underlying issues and optimize the performance and reliability of the university's IT environment.

It is important to note that the specific eligibility criteria and access to problem management services will vary depending on the specific characteristics of the assistance that is being requested and the applicable procedures that are best suited to address the issue.

 

Features of Problem Management:

• Problem identification and logging
• Root cause analysis and investigation
• Problem prioritization and categorization
• Workaround and resolution implementation
• Proactive problem prevention measures
• Collaboration with subject matter experts
• Integration with incident and change management processes
• Knowledge base for documenting solutions and lessons learned
• Trend analysis and reporting capabilities
• Continuous improvement feedback loop

Benefits of Problem Management:

• Minimizes the impact and recurrence of incidents by addressing underlying root causes.
• Improves the stability and reliability of IT services and infrastructure.
• Enhances user satisfaction by resolving recurring issues promptly.
• Reduces service disruptions and associated downtime.
• Optimizes resource allocation by identifying common problem areas.
• Enables proactive identification and resolution of potential problems before they escalate.
• Facilitates knowledge sharing and learning from past incidents.
• Supports effective decision-making by providing data-driven insights.
• Enhances IT service quality and supports overall organizational productivity.
• Contributes to a culture of continuous improvement in IT operations.

 

Prerequisites for Problem Management will vary. However, here are some common prerequisites typically associated with this service:

• Incident Management Process: Problem management often relies on the information and subsequent communications associated with incident management (logging, tracking, and managing incidents effectively) in order to identify recurring issues and initiate the problem management process.

• Incident Data and Reporting: Availability of incident data and reporting is crucial for effective problem management. It is essential to have a system in place that captures and maintains comprehensive incident records. This data serves as a foundation for identifying patterns, trends, and recurring incidents that require problem management intervention.

• IT Infrastructure Monitoring and Logging: To perform root cause analysis and investigate problems effectively, it is important to have proper monitoring and logging mechanisms in place. This includes monitoring tools, log management systems, and event tracking capabilities to capture relevant data and identify anomalies or errors within the IT infrastructure.

• Change Management Process: Problem management often involves implementing permanent fixes or changes to prevent recurring issues. A well-defined change management process is necessary to ensure that proposed changes are properly evaluated, tested, approved, and implemented without causing unintended disruptions or conflicts with other systems.

• Subject Matter Experts: Availability of subject matter experts and technical resources is crucial for effective problem management. These experts may include system administrators, network engineers, database administrators, or application specialists who possess the necessary knowledge and skills to investigate and resolve complex problems.

• Knowledge Management System: A knowledge management system or a knowledge base is essential for capturing and sharing information related to known errors, workarounds, and resolutions. This helps in accelerating the problem resolution process and facilitates knowledge sharing among support staff and stakeholders.

• Third Party Support and Resources: Adequate third party support and resources, including skilled staff, budget allocation, and management commitment, are prerequisites for implementing problem management effectively. The organization should ensure that there are dedicated resources allocated to problem management activities and that staff members are trained and knowledgeable in problem management processes and techniques.

It is important to note that these prerequisites may vary based on the organization's size, complexity of the problem.

 

Incidents and requests can be reported and requested through various channels. Here are the methods for reporting incidents and making service requests:

IT Service Desk: The primary channel for reporting incidents and making service requests is usually the organization's service desk or help desk. Users can contact the service desk via phone (508-215-5906 or x4357, if on campus), or email (its@framingham.edu) to report issues or request services. The service desk staff will log the incident or service request in the IT service management system and initiate the appropriate process for resolution or fulfillment.

Self-Service University Services Hub Portal: The University provides a self-service portal where users can log in and report incidents or make service requests. This portal includes forms to capture relevant details, such as the description of the issue or the specific service being requested. Users can submit their requests online, and the system will create an incident or service request ticket for tracking and processing.

Integration with Monitoring Systems: In certain cases, incidents may be automatically detected and reported by monitoring systems. For example, if a server goes down or a network connection fails, the monitoring system can trigger an incident ticket creation in the IT service management system. This integration ensures that incidents are promptly reported and can be addressed without user intervention.

It's important to note that the specific methods and channels for reporting problems and making requests can vary depending on situation. The IT service catalog and IT support documentation provide clear instructions on how to manage problems.

 

N/A

 

The fulfillment targets for workarounds and resolving root causes of problems can vary based on the nature of the specific problem. However, here are our general guidelines for fulfillment targets:

Workarounds:

• Workaround Creation: Workarounds are temporary solutions or alternative methods to mitigate the impact of a problem. The target for creating a workaround can range from a few hours to a couple of days, depending on the urgency and severity of the problem.
• Workaround Implementation: Once a workaround is identified, the target for implementing the workaround can range from a few hours to a few days, again based on the urgency and impact of the problem. Workarounds are implemented as quickly as possible to minimize the disruption caused by the problem.

Resolving Root Causes:

• Root Cause Analysis (RCA): The target for conducting a thorough root cause analysis depends on the complexity of the problem and the availability of resources. It may range from a few days to a couple of weeks. The objective of the RCA is to identify the underlying cause of the problem and determine the necessary actions to resolve it.