ITIL training teaches that there are many components to the ITIL service management cycle. One of these components is the ITIL problem management process. It is primarily a part of the ITIL Service Operation stage. It can also be found at other stages of the ITIL Lifecycle.
The service desk may receive some problems, so ITIL problem management can be directly linked to incident management. The ITIL problem management process is linked to financial management because a problem can have a financial effect. Although the ITIL Service Design stage is located upstream in the ITIL service cycle, past and current problems that were addressed by ITIL Problem Management are considered in the ITIL Service Design phase as part of knowledge management. ITIL continuous service improvement is also linked to ITIL problem management, which is proactive problem management. ITIL problem management is essential for long-term service delivery. It should be part of a solid IT service. To do this, it is important to understand the ITIL process flow.
ITIL problem management is essential for long-term service delivery. It should be part of a solid IT service. It is important to understand the ITIL problem-management process flow, as described in ITIL foundation certification training.
ITIL Problem Management Process Flow: Receiving problems
The ITIL problem management process receives a problem through various channels. These channels include the service desk, incident management process and proactive problem management. The next step in the ITIL problem-management process is to receive the problem.
The next step in the ITIL problem-management process is to receive the problem and then it is detected. If it is a real problem, it is recorded in the system. A problem record is a database that contains every problem encountered by an IT service provider. You can log a problem in many ways as part of the ITIL problem-management process. You could use a ticketing system to handle it. It is important to record important data such as the date and time of the occurrence, the incident, the symptoms, and previous troubleshooting steps. All relevant information is important for ITIL problem management.
An IT Service Provider can have multiple problems. As with incidents, problems can be categorized as the next step. Problem categorization should use the same categories as incident categorization. It is possible to assign a main and secondary category. This allows for the organization to sort the categories frequently and report on any problems.
Once the problem has been categorized, it can be prioritized to address the most critical problem first, and then the less important or less significant problems later. Prioritization is an important step for ITIL problem management. Prioritization is determined by the impact of the problem on users and on the business, as well as its urgency. The urgency is the time frame within which the problem must be resolved. The business’s potential impact is the amount of damage the problem could cause. Prioritizing problems allows IT service providers to better use their resources in problem-solving.
Next, problems are identified and prioritized. Details are then recorded and updated in the configuration management software. The incident is reviewed and any additional testing is done.