The ITIL Service Operation stage is the first step in the ITIL Service Operation phase of the ITIL Lifecycle. It involves problem management. It is important to understand all terms relevant to the problem management process in order to be able to apply them. These terms are discussed in ITIL foundation training. You can learn all about ITIL terminology and definitions online. Today, we’ll be addressing four key terms in the process management process.
Here are four important terms that you should know about problem management and their definitions.
Problem management term 1:
A problem is defined in the problem management process as the cause of an incident or series of incidents. There is a cause-and-effect relationship between an incident, and a problem. The problem is the cause, and the incident is the effect. A user may report that he is unable to use a service. This is the incident. This is the incident. After investigation and analysis, you discovered that the application server was experiencing overload. This caused some users to lose access to the service. This is the problem: the server couldn’t meet the service’s demand. The problem management process begins with identifying the problem.
The cause of the problem is usually not known when a problem record is created. Therefore, the problem management process is responsible to further investigation. Once the incident has been logged, the appropriate department or parties will investigate the problem. Once the problem is identified, the team works together to solve the problem using the problem management steps.
Second stage of the problem management process: Workaround
A workaround is a solution that reduces or eliminates the impact of an issue or problem that is not yet resolved. Let’s say that a service stops working after being operational for more than a week and doesn’t respond to customer inquiries. If the service is restarted, it will then work again for a week. This is a temporary solution to the problem. The root cause of the service getting stuck is not known, but restarting it will fix the problem for a time. This is one method of problem management.
Problem solutions are documented in known errors records, which is another dimension of the problem management process. Workarounds can be used to reduce the impact of the problem until a permanent solution is found. When the problem returns, the appropriate actions of the workaround should be taken. The steps required to solve a problem are documented in the problem management process’ known error records.
In the incident records, there are documented workarounds for incidents without associated problem records. These incidents can be documented in the incident files if an incident occurs but the problem is not yet solved.
Problem management term 3: Known Error
A known error refers to a problem with a documented root cause and an alternative solution. Let’s say that an application server can’t serve 100 000 users as planned. This is because some users are affected by the service delivery quality. The root cause of this problem was discovered after an investigation. The disk of the application server creates system logs and other unnecessary files every six hours, even if it is cleaned. This problem has been solved by the IT service provider.