DS10 Manage problems

focuses on

defining solutions for identified operations problems

investigating the root cause of all significant problems

recording, tracking and resolving operational problems

is controlled by

DS10.1 Identification and Classification of Problems Implement processes to report and classify problems that have been identified as part of incident management. The steps involved in problem classification are similar to the steps in classifying incidents; they are to determine category, impact, urgency and priority. Categorise problems as ...

DS10.2 Problem Tracking and Resolution Ensure that the problem management system provides for adequate audit trail facilities that allow tracking, analysing and determining the root cause of all reported problems considering:

• All associated configuration items

• Outstanding problems and incidents

• Known and suspected errors

• Tracking of problem trends

Identify ...

DS10.3 Problem Closure Put in place a procedure to close problem records either after confirmation of successful elimination of the known error or after agreement with the business on how to alternatively handle the problem.

DS10.4 Integration of Configuration, Incident and Problem Management Integrate the related processes of configuration, incident and problem management to ensure effective management of problems and enable improvements.

is part of

Deliver and Support (DS) is concerned with the actual delivery of required services, which includes service delivery, management of security and continuity, service support for users, and management of data and operational facilities.

refers to

[08.3] Problem management Objective: To minimize disruption to the business by proactive identification and analysis of the cause of incidents and by managing problems to closure.

can be mapped to

Problem Management Process The Process responsible for managing the Lifecycle of all Problems

supports

Ensure satisfaction of end users with service offerings and service levels

Protect the achievement of IT objectives.

Reduce solution and service delivery defects and rework.