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Problem Review and Closure (process SO 4.4)

After a problem has been resolved, it is automatically forwarded from the Problem Resolution phase to the Problem Review phase. In this phase, the problem(s) must be reviewed to determine and validate whether it has been resolved.

After a problem has been reviewed and closed, it is forwarded from the Problem Review phase to the Problem Closure phase. The problem record must be formally closed when any change has been completed and successfully reviewed, and the resolution has been applied.

A problem review should be scheduled whenever an investigation into unresolved, unusual, or high-impact problems justifies it. The purpose of the problem review is to seek improvements to the process, and to prevent the recurrence of incidents or mistakes.

Problem reviews typically include the following elements:

  • Reviews of individual incident levels and problem status against service levels
  • Management reviews to highlight those problems that require immediate action
  • Management reviews to determine and analyze trends, and to provide input for other processes, such as user education and training

Problem reviews should include identifying the following elements:

  • Trends (for example, recurring problems and incidents)
  • Recurring problems of a particular classification component or location
  • Deficiencies caused by lack of resources, training, or documentation

  • Non-conformance (for example, against standards, policies, and legislation)

  • Problems identified as known errors in planned releases

  • Staff resource commitment in resolving incidents and problems

  • Recurrence of resolved incidents or problems

  • Improvements to the service or to the problem management process should be recorded and entered into a service improvement plan. This information should be added to the problem management knowledge base. All relevant documentation should be updated (for example, user guides and system documentation).

The following figure illustrates the Problem Review and Closure workflow:

Problem Review and Closure process

Process ID

Procedure or Decision

Description

Role
SO 4.4.1 Review the problem The Problem Manager reviews the problem to determine whether it can be closed and to determine the reason for the closure. Problem Manager
SO 4.4.2 All problem tasks closed? The Problem Manager checks whether there any problem tasks are not closed. If there are open tasks, the task owner is requested to close or to cancel it. Problem Manager
SO 4.4.3 Associated RFCs for known error closed? The Problem Manager checks whether there any associated RFCs are not closed. If there are open RFCs, the RFC owner is requested to close or to cancel it. Problem Manager
SO 4.4.5 Major problem?

If the problem is major, a formal major review is conducted.

If the problem is not major, a regular review is conducted.

 Problem Manager
SO 4.4.5 Review major problem

After every major problem (as determined by the organization’s priority system), a review must be conducted to determine the lessons learned.

Specifically, the review should examine the following items:

  • Actions correctly performed
  • Actions incorrectly performed
  • What can be done better in the future
  • How to prevent recurrence of the problem
  • Whether there has been any third-party responsibility
  • Whether any follow-up actions are needed.
 Problem Manager
SO 4.4.6 Create lessons learned document A “lessons learned” document is created and placed in SKMS, and all stakeholders are informed. The Problem Manager sends necessary details for service or process improvement to the Service Improvement Process, if required. Problem Manager
SO 4.4.7 Conduct problem review The Problem Manager initiates problem review activities and coordinates the formal review process. All parties involved in the problem resolution are included in the review, which summarizes what went well, what could be done better next time, what went wrong, and why some things went wrong. Problem Manager
SO 4.4.8 Close the problem record The Problem Manager closes the problem record by providing appropriate the closure code and comments. Problem Manager
SO 4.4.9 Open Known Errors associated? If there is an open known error associated with the problem, choose whether to close the known error as well as closing the problem. Problem Manager
SO 4.4.10 Close the Known Error records The Problem Manager closes the associated known error. Problem Manager