PROBLEM MANAGEMENT A “problem” may be defined as the unknown cause of one or mor

Question

PROBLEM MANAGEMENT

A “problem” may be defined as the unknown cause of one or more incidents. The Problem Management process manages the lifecycle of all problems. The main objective is to prevent incidents from recurring in the future, or if they cannot be prevented, to ensure that they can be resolved in the most expedient manner. The scope of Problem Management is for University Of GA other support entities for Production Services.

                        Problem Management is divided into four stages .The first stage is Introductory Stage.Then comes the Case Evidence Stage followed by the Commentary Stage .And finally Conclusion Stage.

   In the University having a web portal is very helpful for students to raise a ticket for their issues Likewise if a student had a problem with the classroom or allocated system . So someone can assign that ticket and do necessary actions. Administrator will configure some settings in the website like the priority level of the ticket,categories ,custom fields etc.University Administrator will also take care of the sensitive data .And in order to be obstacle free from hackers attack,firewall rules need to be configured.

Please provide recommendations for The University with regards to Problem Management

Explanation / Answer

Hi,

Below are some of the recommendations-

1. Preventing recurring incidents, and the service disruptions they can cause
2. Keeping the impact of incidents to a minimum when they can’t be prevented altogether
3. Updating information about problems and workarounds religiously, and ensuring that agents know where to find it and how to use it.
4. Making sure the right processes are followed at every step.
5. Spreading the knowledge when you learn something new or solve a tough problem, you can commit the result to memory so you benefit from it again
6. Need to ask as many questions as needed about the problem.It is recommended to use “Five Whys” as an early exercise within your agile problem response teams, to help identify some of the possible angles you will approach the problem from

Regards,

Vinay Singh

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