itil problem management tool guide -...
TRANSCRIPT
![Page 1: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/1.jpg)
ITILProblemManagementToolGuide
GeraldM.GuglielmoITILProblemManager
CD‐doc‐3523
1
![Page 2: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/2.jpg)
Prepara?onWork
• Impact• Urgency• Opera?onalCategoriza?on(ifset)• ProductCategoriza?on• Notes• Summary
(16.2.2,16.2.3)Knowsomeofthebackground,atleastenoughtodescribetheProblem.CanbefromNotesandSummaryfieldsplusanyaddi?onalinforma?onfromemails,documents,etc.AlsocontactdepartmentheadsorgroupleadersofanyoneyouneedastechnicalexpertorforRootCauseAnalysisifneeded.
2
![Page 3: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/3.jpg)
Crea?ngaProblemRecord1
• NewProblem
(16.2.2)Crea?nganewproblem
3
![Page 4: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/4.jpg)
Crea?ngaProblemRecord2
• Fermilab• Compu?ngDivision• CD‐ProblemManagers• Notes• Summary
(16.2.2)RequesterCompany,RequesterOrganiza?on,RequesterGroupNameshouldallbeenteredfromthepulldownmenus
4
![Page 5: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/5.jpg)
Crea?ngaProblemRecord3
• WorkInfoType• Source• Summary• Details• Add(ifaYachments)
(16.2.2)Enteringbackgroundandpreliminaryinves?ga?oninforma?on.WorkInfoTypeandSourcefromthepulldownmenus.ForSource,Emailorotherappropriateselec?ondependingonhowbackgroundinforma?onwascollected.
5
![Page 6: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/6.jpg)
Crea?ngaProblemRecord4
• Browse(firstaYachment)• Browse(secondaYachmentifneeded)• Browse(thirdaYachmentifneeded)
(16.2.2)BrowsetothefilestoaYach.Notethatupto3filescanbeaYachedperWorkInfoupdate.ToaddmoreaYachments,separatethefilesintoaddi?onalWorkInfoupdates.
6
![Page 7: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/7.jpg)
Crea?ngaProblemRecord5
• Select(filetoaYach)• Open(toconfirm)
(16.2.2)BrowsethefilesystemforthefiletoaYach.Thisviewwillvarybasedonopera?ngsystem(OSXshown).
7
![Page 8: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/8.jpg)
Crea?ngaProblemRecord6
• Browse(secondaYachmentifneeded)• Browse(thirdaYachmentifneeded)• OK(toaYachtheselectedfilestoWorkInfoentry)
(16.2.2)SelectuptotwomorefilestoaYachandthenclickOKtoaddthemtotheWorkInfoentryinprogress.NotethatnofilesareactuallyaddedtotheProblemrecordun?ltheSavebuYonontheMainareaisclicked.
8
![Page 9: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/9.jpg)
Crea?ngaProblemRecord7
• RequestType(Incident)• Search
(16.2.3)Associa?ngIncident?cketswiththeProblem?cket.OntheRela?onshipstabselectIncidentforRequestTypefromthepulldown.ClickontheSearchbuYontoopentheSearchwindow.
9
![Page 10: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/10.jpg)
Crea?ngaProblemRecord8
• IncidentIDorSummaryorNotes• SelectIncidentsfromlist• Rela?onshipType(Inves?gates)• Relate
(16.2.3)EntersearchcriteriaineithertheIncidentIDfield(needfullIncidentIDstring)orastringintheSummaryorNotesfields.ClickonSearchtoretrievematches.ClickondisplayedIncidentfromlisttoselect,orShi`Clickasecond?metoselectarangeofIncidentstoassociate.SetRela?onshipTypetoInves?gatesfrompulldownandthenclickRelatetorelatetheIncident(s).
10
![Page 11: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/11.jpg)
Crea?ngaProblemRecord9
• Impact• Urgency• Organiza?onalCategoriza?on(Tier‐1,Tier‐2&Tier‐3)• ProductCategoriza?on(Tier‐1,Tier‐2&Tier‐3)• Save
(16.3.1,16.3.2)OntheMainAreaaddImpactandUrgencyfrompulldownmenusbasedontheIncident,usejudgmentifmul?pleIncidentswithdifferentseengs.OnClassifica?ontabfillintheOrganiza?onal(ifsetintheIncident)andtheProductCategoriza?ons.Tier‐1,Tier‐2andTier‐3asnecessaryfromthepulldownmenus.ClickSavetoplaceProbleminDra`status.
11
![Page 12: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/12.jpg)
Crea?ngaProblemRecord10
• NextStage–ReviewfromFlowbarmenu• ProblemManagerAssignee(yourname)
PlacingProbleminUnderReviewstatus.Sinceallrequiredinforma?onforthisstatushaspreviouslybeenentered,usingtheNextStagefromtheflowbarmenuandtheReviewfromthesub‐menutoadvancetheProblemrecord.NextundertheAssignmenttabsettheProblemManagerAssigneetoyourselffrompulldownmenuandclickSave.
12
![Page 13: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/13.jpg)
Crea?ngaProblemRecord11
• ProblemAssignmentProblemAssignedGroup• ProblemAssignmentProblemAssignee• ClickSave• NextStage‐Inves?ga?onfromFlowbarmenu
(16.4.1,16.4.2)Inves?gateProblem.ProblemAssignmentGroupandAssigneefrompulldownmenus.ClickSave.Advancetonextstage,UnderInves?ga?onbyusingtheFlowbarNextStagemenuandInves?ga?onsub‐menuitem.TheProbleminnowUnderInves?ga?on.
13
![Page 14: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/14.jpg)
Inves?ga?ngaProblem1
(16.4.1,16.4.2)Informa?ongatheredaspartoftheProblemInves?ga?onandDiagnosisshouldbeaddedtotheProblemRecordthroughtheWorkInfotab.Enteringthisinforma?onfollowsthesameprocessasenteringthepreliminaryandbackgroundinforma?ondidwhentheproblemrecordwasbeingcreated.WorkInfoTypeandSourceshouldbeselectedfrompulldownmenus.
• WorkInfoType• Source• Summary• Details• Add(ifaYachments)
14
![Page 15: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/15.jpg)
Inves?ga?ngaProblem2
(16.4.1,16.4.2)BrowsetothefilestoaYach.Notethatupto3filescanbeaYachedperWorkInfoupdate.ToaddmoreaYachments,separatethefilesintoaddi?onalWorkInfoupdates.
• Browse(firstaYachment)• Browse(secondaYachmentifneeded)• Browse(thirdaYachmentifneeded)
15
![Page 16: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/16.jpg)
Inves?ga?ngaProblem3
(16.4.1,16.4.2)BrowsethefilesystemforthefiletoaYach.Thisviewwillvarybasedonopera?ngsystem(OSXshown).
• Select(filetoaYach)• Open(toconfirm)
16
![Page 17: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/17.jpg)
Inves?ga?ngaProblem4
(16.4.1,16.4.2)SelectuptotwomorefilestoaYachandthenclickOKtoaddthemtotheWorkInfoentryinprogress.NotethatnofilesareactuallyaddedtotheProblemrecordun?ltheSavebuYonontheMainareaisclicked.
• Browse(secondaYachmentifneeded)• Browse(thirdaYachmentifneeded)• OK(toaYachtheselectedfilestoWorkInfoentry)
17
![Page 18: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/18.jpg)
Inves?ga?ngaProblem5
• ClickSave
(16.4.1,16.4.2)ClicktheSavebuYonontheMainareatoaddtheWorkInfoentry.
18
![Page 19: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/19.jpg)
CreateKnownErrorRecord1
• RequestType(KnownError)• Create
(16.5.1,16.5.2,16.5.3,16.5.4)Needtoiden?fyKnownErrorandifitdoesnotmatchanexis?ngKnownErrorthencreateone.OntheRela?onshiptabsetRequestTypetoKnownErrorfrompulldownmenu.ClickCreatetogenerateKnownErrorRecord.
19
![Page 20: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/20.jpg)
CreateKnownErrorRecord2
• Notes(shorterrordescrip?on)
(16.5.1,16.5.2,16.5.3,16.5.4)OnKnownErrorClassifica?ontabdescribetheerrorinthenotesfield(note128characterlimit).
20
![Page 21: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/21.jpg)
CreateKnownErrorRecord3
• Workaround(describeworkaround)• RootCause(highlevel)• Save
(16.5.1,16.5.2,16.5.3,16.5.4)OnKnownErrorResolu?ontabdescribetheworkaroundandselectthebesthighlevelmatchfortheRootCausefromthepulldownmenu.OntheKnownErrorMainareaclickSave.
21
![Page 22: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/22.jpg)
CreateKnownErrorRecord4
• RequestType(Incident)• Search
(16.5.4)AssociateIncidentswithKnownError.OntheRela?onshipstabsetRequestTypetoIncidentfrompulldownmenu.ClickSearch.
22
![Page 23: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/23.jpg)
CreateKnownErrorRecord5
(16.5.4)EntersearchcriteriaineithertheIncidentIDfield(needfullIncidentIDstring)orastringintheSummaryorNotesfields.ClickonSearchtoretrievematches.ClickondisplayedIncidentfromlisttoselect,orShi`Clickasecond?metoselectarangeofIncidentstoassociate.SetRela?onshipTypetoInves?gatesfrompulldownandthenclickRelatetorelatetheIncident(s).
• IncidentIDorSummaryorNotes• SelectIncidentsfromlist• Rela?onshipType(Resolves)• Relate
23
![Page 24: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/24.jpg)
ProblemRecordforKnownError1
(16.5.1,16.5.2,16.5.3,16.5.4)OnProblemResolu?ontabdescribetheworkaround,selectthebesthighlevelmatchfortheRootCausefromthepulldownmenu,andsetReproducibletoYesorNousingthepulldownmenu.
• Workaround(describeworkaround)• RootCause(highlevel)• Reproducible
24
![Page 25: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/25.jpg)
ProblemRecordforKnownError2
(16.5.1,16.5.2,16.5.3,16.5.4)UpdatetheWorkInfotoincludeinves?ga?onfindings,rootcause,andtextindica?ngknownerror.SetWorkInfoTypetoInves?ga?onFindingsfrompulldownmenu,andforSourcechoseanappropriatevaluefromthepulldownmenu.Providesubjecttypeinforma?oninSummary,anddetailedtextintheDetailsfield.ClickSave.
• WorkInfoType(Inves?ga?onFindings)• Source• Summary• Details• Save
25
![Page 26: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/26.jpg)
KnownErrorU?lizeWorkaround1
• Status(NoAc?onPlanned)• Save
(16.5.6)Ifaworkaroundistobeemployedinsteadofasolu?on,thentheKnownErrorcanhaveStatussettoNoAc?onPlannedfromthepulldownmenu.ClickSaveontheKnownErrorMainarea.
26
![Page 27: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/27.jpg)
ResolvingKnownError1
(16.6.1,16.6.2,16.6.3,16.6.4)Addtextdescribingtheresolu?onandsetthestatustoCorrected.IntheResolu?onfielddescribehowtheKnownErrorwasresolved.SettheStatustoCorrectedfromthepulldownmenu.ClickSave.
• Resolu?on• Status(Corrected)• Save
27
![Page 28: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/28.jpg)
ResolvingProblem1
(16.6.1,16.6.2,16.6.3,16.6.4)UpdatetheWorkInfotoincluderesolu?on,MajorProblemorPostImplementa?onReviewinforma?on.SetWorkInfoTypetoInves?ga?onFindingsfrompulldownmenu,andforSourcechoseanappropriatevaluefromthepulldownmenu.Providesubjecttypeinforma?oninSummary,anddetailedtextintheDetailsfield.ClickSave.
• WorkInfoType(Inves?ga?onFindings)• Source• Summary• Details• NextStage‐Resolu?on
28
![Page 29: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/29.jpg)
ResolvingProblem2
(16.6.1,16.6.2,16.6.3,16.6.4)ProblemResolu?onpageshouldbeinview.OntheRequiredInforma?ontabsettheStatustoKnownErrorfromthepulldownmenu.ClickSave.
• Status(KnownError)• Save
29
![Page 30: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/30.jpg)
ResolvingProblem3
(16.6.1,16.6.2,16.6.3,16.6.4)Onthepromptpageforcrea?nganaddi?onalKnownErrorclickNo.TheProblemnowhasaStatusofCompleted.PeriodicallygothroughandchangeStatustoClosedfromthepulldownmenuforProblemrecordslistedasCompleted.
• No
30
![Page 31: ITIL Problem Management Tool Guide - Fermilabcd-docdb.fnal.gov/0035/003523/001/ProblemManagemetTool...•Notes •Summary (16.2.2, 16.2.3) Know some of the background, at least enough](https://reader034.vdocuments.us/reader034/viewer/2022051903/5ff4e10edb3c16680b7f94fa/html5/thumbnails/31.jpg)
ProblemManagementProcesses
.
16.7 Problem Management Continuous Improvement Process
16.1.1Analysis of
Incident and Problem Data
16.1.2Produce Trending
and Analysis Reports
16.1.3Determine if
Issues Should be Advanced
16.2.1ProblemDetection
16.2.2Problem Logging
16.2.3Associate Records
Pro
active
Sta
rt
Reactive Start
16.3.1Problem
Classification
16.3.2Problem
Prioritization
16.4.1Problem
Investigation
16.4.2
Problem Diagnosis
16.5.
16.5.1Identify Known
Error
16.5.2Create Known Error Record
16.5.4Associate Records
16.5,5Plan Resolution(s)
16.5,6Document
Workaround
16.5,7Document RFC(s)
No Known Error
Kn
ow
n E
rro
r fo
un
d
Utilize Workaround
RFC Required
Utiliz
eR
FC
No
RF
CR
eq
uire
d
ChangeManagement
16.5.3Identify
Workaround
16.6.1Resolution
16.6.2Major Problem
Review
16.6.3Update Problem
Record
16.6,4Close Problem
Record
16.6,5Management
Reporting
Fa
iled
Successful
END
31