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Problem and Known Error Monitoring (process SO 4.5)

Problem management monitors the continuing impact of problems and known errors on user services. In the Problem and Known Error Monitoring process, the Problem Manager periodically reviews the problem and known error records and monitors the progress of activities in those records against the target dates that are agreed with stakeholders.

Service Manager tracks individual problems and their associated known error activities. The Problem Manager evaluates the progress of those activities against the plans and associated budget. In the event that the impact of a problem becomes severe, the Problem Manager escalates the problem. In some cases, the Problem Manager may refer the escalated problem to an appropriate board to increase the priority of the request for change or to implement an urgent change.

The Problem Manager monitors the progress of each problem resolution against service level agreements, and periodically informs the stakeholders of that progress.

The following figure illustrates the Problem Monitoring workflow:

Problem Monitoring process

Process ID

Procedure or Decision

Description

Role
SO 4.5.1 Monitor Problems and Known Errors

The Problem Manager reviews the problem and known error records periodically, and compiles a list or report of the problem records for review. This list or report includes the following items:

  • Active problem records (to evaluate progress against the planned schedule and associated budget)
  • Deferred problem records (to evaluate whether they should remain in deferred status)

The review may also be triggered by new releases or by changes being implemented.

The Problem Manager identifies the appropriate action for the records. Deferred records are activated or closed. Active records may be deferred or abandoned for various reasons.

 Problem Manager
SO 4.5.2 Action required? If any action is required, it is performed. If no action is required, the monitoring process continues. Problem Manager
SO 4.5.3 Determine appropriate actions

The Problem Manager identifies the appropriate action for the record. Possible actions include the following:

  • Record is closed as the problem is not relevant anymore
  • Record is investigated
  • Record is deferred
 Problem Manager
SO 4.5.4 Review record with stakeholders The actions for the records are reviewed with the stakeholders. Problem Manager
SO 4.5.5 Investigate/Defer/Close?

Determine whether the problem is still relevant. If a deferred problem record needs to be worked on, it is activated.

If the problem is not relevant, the problem record is checked for closure and deferring.

 Problem Manager
SO 4.5.6 Defer the problem The problem record is deferred. The tentative activation date is entered in the problem record. If a problem must be deferred, the activation dates may need to be modified. Problem Manager
SO 4.5.7 Activate problems The Problem Manager updates a deferred problem record with scheduling and resource information. The manager also moves the problem record to the appropriate state for the resumption of work. The record is activated, coordinated by the Problem Coordinator, and worked upon by the assigned Problem Analyst. Problem Manager