Problem Management Process PPT (ITSM, IT Service Management) (PowerPoint PPTX)

Problem Management Process is a part of Service Operation.

This PowerPoint presentation contains detailed description of the Problem Management Process, including process steps, roles, KPIs, CSFs, interfaces with other processes.

This presentation provides a comprehensive overview of key definitions and scenarios for opening a problem, ensuring that your team can effectively identify and manage critical issues. It includes detailed criteria for categorizing incidents and problems, enabling a structured approach to problem prioritization. The PPT also outlines the process flow for problem detection and logging, emphasizing the importance of thorough documentation and regular analysis to identify trends.

The Problem Models section offers pre-defined steps for handling problems in a consistent manner. This ensures that recurring incidents are managed efficiently, with clear escalation procedures and prevention activities. The presentation also covers the creation and management of Known Error Records, highlighting the importance of documenting temporary resolutions and permanent fixes in the Known Error Database.

Major Problem Reviews are also addressed, providing a framework for examining lessons learned and implementing continual service improvements. The document details the interfaces with other processes such as Availability Management, Capacity Management, and IT Service Continuity Management. Critical Success Factors and Key Performance Indicators are included to measure the impact and effectiveness of the Problem Management Process, ensuring alignment with business objectives and maintaining high IT service quality.