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Problem Resolution (process SO 4.3)

After the Problem Management Investigation phase has identified the root cause of an incident, the Problem Resolution phase starts. In collaboration with specialist staff, the Problem Analyst assesses the means of resolving the problem. If necessary, the Problem Analyst requests for an RFC according to change management procedures, and links the RFC to the problem record.

The Problem Resolution phase comprises activities that identify and apply a solution to a problem.

The following figure illustrates the Problem Resolution workflow:

Problem Resolution process

Process ID

Procedure or Decision

Description

Role
SO 4.3.1 Attempt to identify permanent fix

The Problem Analyst attempts to identify a permanent fix for the problem record. Workarounds may be found at this point, if they were not found in the previous phase. The workarounds are tested and documented, if successful.

Sometimes, other teams or vendors are involved in identifying the fix for the problem. The problem ticket may incorporate many tasks that are assigned to various analysts or teams who are working towards the problem resolution.

 Problem Analyst
SO 4.3.2 Create Known Error If needed, create a known error record from the problem record for reference and to contribute to the known error knowledge base. Problem Analyst
SO 4.3.3 Fix found?

If a permanent fix is identified, it is documented.

If a permanent fix is not identified, it is verified for closure or deferral.

 Problem Analyst
SO 4.3.4 Document permanent fix details

The Problem Analyst documents the permanent fix details in the problem record and updates the Knowledge Management Database with the permanent fix details. Then, the workflow moves to SO 4.3.8.

 Problem Analyst
SO 4.3.5 Verify whether to defer the problem

The Problem Analyst decides whether to defer or cancel the problem. If the problem is waiting for vendor resolution or for resource or budget approval, the problem is deferred, and the workflow moves to SO 4.3.6.

If the problem is canceled, the workflow moves to SO 4.3.7.

 Problem Analyst
SO 4.3.6 Defer the problem record The Problem Analyst defers the problem record for a period of time. Problem Analyst
SO 4.3.7 Cancel the problem The Problem Analyst closes the problem ticket and marks it as canceled. Problem Analyst
SO 4.3.8 Resolve problem In collaboration with specialist staff, the Problem Analyst assesses the means of resolving the problem. If necessary, they complete an RFC according to Change Management procedures, and link the RFC to the problem record. Problem Analyst
SO 4.3.9 Verify problem resolution The Problem Manager reviews the history of the problem and its resolution, and then makes a final decision as to whether or not the problem is corrected. If the problem is corrected, the workflow moves to SO 4.3.10. Problem Manager
SO 4.3.10 Develop problem correction plan

The Problem Analyst develops a plan that details all the corrective actions that must be performed to fix the problem.

The Corrective Action Plan must include documenting the results of any monitoring that may have been implemented to monitor the problem resolution.

 Problem Analyst
SO 4.3.11 Process corrective actions for problem The Problem Analyst processes the problem record and prepares to implement the corrective actions. Problem tasks may be created and assigned to the Resolution category in order to execute the corrective actions. Problem Analyst
SO 4.3.12 Implement corrective plan The schedule to implement the fix is identified and updated in the correction plan. The correction plan is executed. Problem Analyst
SO 4.3.13 Decide whether to rework The Problem Analyst checks the implementation result and decides whether to rework the problem correction or abandon the problem fix. Problem Analyst
SO 4.3.14 Rework on finding permanent fix If the plan must be reworked, the Problem Analyst updates the problem status to Work In Progress. Then, the workflow moves to SO 4.3.1. Problem Analyst
SO 4.3.15 RFCs required for corrective actions?

The Problem Analyst determines if any CIs must be modified in order to implement the resolution.

If RFCs are required to resolve the problem, the Problem Manager is informed and the workflow moves to SO 4.3.16.

If RFCs are not required to resolve the problem, the Problem Analyst can apply non-CI or pre-approved changes, and the workflow moves to SO 4.3.17.

 Problem Analyst
SO 4.3.16 Create RFCs to correct problem The Problem Manager creates RFCs, links them to the problem, and inform Change Manager if required. The Problem Manager monitors the RFCs that are required to correct the problem. Problem Manager
SO 4.3.17 Apply corrective actions Some Problem resolutions require both non-CI-related activities and activities that affect CIs. The Problem Analyst applies non-CI corrective actions to fix the error. Problem Analyst
SO 4.3.18 Check status of all corrective actions The Problem Analyst checks the status of all the corrective actions that are applied to the problem record. Problem Analyst
SO 4.3.19 RFC successful?

The Problem Manager checks the RFCs from the Change Management process to verify that they are successful.

If the RFCs are successful, the status of all corrective actions are checked.

If the RFCs are not successful, abandonment of the RFCs is recommended.

 Problem Manager
SO 4.3.20 All corrective actions complete? If all corrective actions are complete, the Problem Analyst begins to monitor the resolution. Problem Analyst
SO 4.3.21 Verify the problem The Problem Analyst verifies the resolution and the corrective actions to determine whether the problem can be abandoned or deferred. Problem Analyst
SO 4.3.22 Cancel problem?

If the resolution to the problem needs to be canceled, the process moves to SO 4.3.23.

If the resolution does not need to be canceled, the corrective action continues.

 Problem Analyst
SO 4.3.23 Cancel the problem and resolution The Problem Analyst closes the problem ticket and sets it to the "canceled" state. Problem Analyst
SO 4.3.24 Review problem resolution The Problem Analyst reviews the history of the problem and its resolution, and then determines whether the problem is corrected. Problem Analyst
SO 4.3.25 Confirm problem correction The Problem Analyst reviews the problem history and resolution data, and then confirms that the affected personnel no longer experience the problem. Problem Analyst
SO 4.3.26 Problem corrected?

If the problem is not corrected, the problem is set to the "unresolved" state and closed. Then, the workflow moves to SO 4.3.28.

If the error is corrected, the workflow moves to SO 4.3.27.

 Problem Analyst
SO 4.3.27 Update problem record as resolved The Problem Analyst sets the problem record to the “resolved” state. The Problem Analyst closes the problem ticket, or sends it to Problem Manager for review and closure. Problem Analyst
SO 4.3.28 Update known error with resolution and close known error The Problem Analyst updates the related open known error record with the problem resolution, and then closes the known error. Problem Analyst
SO 4.3.29 Close unresolved problem

The Problem Analyst sets the problem record to the “unresolved” state and closes it.

Sometimes, the problem record may be reworked. In such cases, the ticket is assigned to other teams, or the ticket's status is modified.

 Problem Analyst