Problem Management

Problem management is a process that is used to identify, analyze, and resolve problems that arise within an organization. It involves the following steps:

  1. Identification: The first step in problem management is to identify and document the problem. This may involve identifying the symptoms of the problem, as well as any potential root causes or underlying issues that may be contributing to the problem.
  2. Analysis: Once the problem has been identified, the next step is to analyze the problem in order to understand its impact and determine the best course of action for resolving it. This may involve gathering additional information about the problem, analyzing logs or other data, and consulting with experts or subject matter experts.
  3. Resolution: Based on the results of the analysis, the next step is to determine the best course of action for resolving the problem. This may involve implementing a fix or workaround, or it may involve more complex measures such as redesigning a system or process.
  4. Verification: Once the problem has been resolved, it is important to verify that the fix has been effective in resolving the problem. This may involve testing the fix, analyzing data, or reviewing feedback from users.
  5. Closure: Once the problem has been resolved and verified, the final step is to close the problem and document the resolution. This may involve updating relevant documentation or knowledge bases, as well as reporting on the resolution to relevant parties.

Problem management is an important part of managing IT systems and processes, as it helps to ensure that problems are identified and resolved in a timely and effective manner. It is integrated with other IT processes such as incident management and change management in order to provide a comprehensive approach to managing IT systems and services.

In KeyCore Managed Services problems can be raised by customer, AMS and KeyCore Service Desk.

Read more below

Delivery Process

KeyCore Managed Services - Problem Management Process

This process starts with the initial detection of Problems and then logging a Problem record.

Each Problem is recorded so that it can be tracked, monitored, and updated throughout its life cycle.

 

Act No: 1 Act Name: Problem Detection Owner: Person identifying/ reporing a problem
Description:  ITIL problem management process receives Problems through different channels. These chnannels are the service desk (frequently reported incidents), event management process (events and alerts), incident management process (ananlysis of recurring incidents), proactive problem management, and supplier or contractor.

 

Act No: 2 Act Name: Problem Logging Owner: Problem Manager
Description:  After the problem is received, the next step is that the problem is reviewed. If required, more information is gathered by contacting the respective person(s). If the review team find to be a problem that needs a resolution, then a problem is logged.
Output: Problem Ticket is raised

 

Act No: 3 Act Name: Categorize Problem Owner: Problem Manager
Description:  Categorize the Problem.

Categorization is assigning the Category, Type and Item (CTI), to allow the correct assignment of the ticket. Some of the problems are related to the 3rd party and they are not assigned to the KeyCore or AMS support teams. Such tickets are assigned directly to the 3rd party vendor.

The same categories that are used in incident categorization should be used for problem categorization

Output: Categorized Problem

 

Act No: 4 Act Name: Categorize and Prioritize Problem Owner: Problem Manager
Description:  Prioritize the Problem.

Prioritization of Problem would be done based on impact and urgency of issue. (Urgency is defined as the timeframe in which the business needs the problem resolved. The impact is defined as the extent to which the problem could cause damage to the business). Problems are prioritized into P1, P2, P3 or P4 based on company’s prioritisation. While prioritizing the Problem, it gets treated based on the criticality.

Output: Prioritized Problem

 

Act No: 5 Act Name: Investigation and diagnosis Owner: KeyCore, AMS and Application Team
Description:  Assign the Problem to the appropriate KeyCore resolution group. Assignment is based on the categorization/ prioritization of the Problem. During diagnosis, the incident related to the problem is analysed and any further testing is done.
Output: Resolver group identified and Problem is investigated

 

Decision Box Act Name: Is there a Workaround? Owner: KeyCore, AMS and Application Team
Description:  After initial investigation and diagnosis, the next step is to check if there is any workaround available for the problem which can be used to avoid impacting on the users until the problem is fixed permanently. Problems can take months to resolve which is why it is important to have workarounds for problems.
Output: Decision on Workaround

 

Act No: 6 Act Name: Provide Workaround Owner: KeyCore, AMS and Application Team
Description:  If a workaround is available, it is tested thoroughly on few samples before creating a Known Error record. A workaround helps the service desk to restore services with a temporary solution until the real cause of the problem can be solved.
Output: Workaround

 

Act No: 7 Act Name: Create Known Error Record Owner: KeyCore
Description:  While the Resolver Group searches for a permanent solution, the problem is recorded in the known error database (with its workaround if available. When a workaround is documented, service personnel can use the workaround to deal with the problem quickly as it occurs).
Output: Known Error Record in database

 

Decision Box Act Name: Is Change Required Owner: Problem Manager
Description:  Resolving a problem means that the root cause of the problem and the solution to the problem has been identified. It is checked if the solution of the problem requires a change. If change is required, change management process is triggered, a request for change is initiated.  Change Management Process is followed.
Output: Resolution identified and if it requires a change, then Change Request is raised

 

Act No: 8 Act Name: Resolution Provided Owner: Problem Manager
Description:  Resolution is provided to the Problem. At this stage, since the permanent solution for the problem is provided, the known error database is updated to remove the record. The Problem ticket is updated with resolution activities. All service personnel are informed about the resolution.
Output: Resolved Problem

 

Decision Box Act Name: Is it a Major Problem? Owner: Problem Manager
Description: Check if the Problem is a Major Problem.
Output: Decision whether it is a Major Problem

 

Act No: 9 Act Name: Major Problem Review Owner: Problem Manager
Description:  After the closure of the problem, if it is a major problem, major problem review is executed. The major problem review is a process step necessary to avoid future problem. Sometimes, senior management may need to be updated.
Output: Major Problem Reviewed

 

Act No: 10 Act Name: Closure Owner: Problem Manager
Description:  Update status of ticket to “Closed”. Capture and record Lessons Learnt.
Output: Ticket status set to “Closed”, Updated Lessons learnt information

 

Act No: 11 Act Name: Problem Monitoring and Tracking Owner: Problem Manager
Description:  Throughout the process, the status of problem and resolution is monitored/ tracked in order to maintain focus and momentum. Sometimes the problems resolution can take a long time. Periodic review meetings can help this monitoring activity.
Output: Minutes of review meetings, Problem tracking sheet

 

Process Actors

The problem reporter may be an end user who has experienced an issue with a service or product, or it may be a team member who has identified a problem during the course of their work.

The role of the problem reporter is to provide as much information as possible about the problem, including details on the symptoms, any error messages or other relevant information, and the steps taken to reproduce the problem. This information is crucial for the problem management team to properly identify and resolve the issue.

In KeyCore Managed Services the problem reporter can be either

  1. Customer team member - when a problem is identified outside the IT part of the workload
  2. KeyCore Specialist - our team will log problems when we identify architectural issues or potential problems in your solutions.
  3. AMS Specialist - AWS / AMS will log problems when they detect them through repeated alerts or through advanced pattern recognition. 

 

The role that is responsible for coordinating and managing the problem resolution process. This involves prioritizing problems, coordinating the efforts of different teams to address the issues, and tracking progress on problem resolution.

The problem manager is responsible for developing and implementing strategies and processes for identifying and addressing problems, as well as for monitoring and evaluating the effectiveness of these efforts. They are also responsible for communicating with stakeholders to keep them informed of progress on problem resolution and to ensure that the problem management process is aligned with the organization's goals and objectives.

KeyCore Managed Services will take the role of problem manager for most problems, unless otherwise agreed with you.

A AWS Certified Application specialist from KeyCore

One or more representatives from the team responsible for the application. Depending on application and setup this role may vary - it is defined during on-boarding.

For infrastructure related problems the dedicated team from AWS Managed Services will participate in the problem management process.

Both KeyCore and AMS team may need to escalate problems to the relevant service teams in AWS - this is done through AWS Support.

Service Level Agreement

By definition Problems does not affect end-users as it would otherwise be an incident. Problem Management SLA reflect this by focusing quality instead of speed.

KeyCore Problem Management will deliver a monthly summary report with status of ongoing problems and any problem addressed since last report

Problems requiring KeyCore resources will be addressed within 3 working days

For ongoing problems the Problem Manager will send weekly status emails to all involved parties to notify on current status and outstanding activities

KeyCore Managed Services aims have problem resolution in first attempt for more than 90% of problems

Output and delivered value

With Problem Management as a core component of your cloud operations, you can minimize downtime and maintain a high level of service availability.

Improved service quality

By identifying and resolving problems in a timely and effective manner, problem management can help to improve the overall quality of the services that are being provided. This can lead to increased customer satisfaction and loyalty.

Reduced downtime

By proactively identifying and resolving potential problems before they become serious issues, problem management can help to reduce downtime and minimize disruptions to business operations.

Increased agility

By identifying and resolving problems quickly, problem management can help an organization to be more agile and responsive to change. This can be particularly valuable in a fast-paced or rapidly changing business environment.

Enhanced reliability

By proactively identifying and resolving problems, problem management can help to enhance the reliability of an organization's systems and processes. This can lead to increased confidence in the organization's products and services, as well as reduced risk of costly disruptions or failures.

Pricing Information

Basic
DKK 1350 per hour

During on-boarding we will define how to handle identified problems. We can participate in your existing Problem Management process or run the process for you. Problem Management activities run in Danish office hours. 

DKK 1350 per hour
Standard
DKK 1350 per hour

During on-boarding we will define how to handle identified problems. We can participate in your existing Problem Management process or run the process for you. Problem Management activities run in Danish office hours. 

DKK 1350 per hour
Business
Included

We will run Problem Management process on every identified problem and ensure to include relevant parties from AWS, AMS and your application team to produce the best solution.

Included
Premium
Included

We will run Problem Management process on every identified problem and ensure to include relevant parties from AWS, AMS and your application team to produce the best solution.

Included

Frequently Asked Questions

When possibilities are almost endless, it is crucial to have a partner who has in-depth expert knowledge. Not just in opportunities and benefits, but in challenges.

Problem management is the process of identifying, analyzing, and resolving problems that arise within an organization. It is an important part of managing IT systems and processes, as it helps to ensure that problems are identified and resolved in a timely and effective manner.

Problem management is important because it helps to improve the efficiency, reliability, and agility of an organization's processes and systems. By identifying and resolving problems in a timely and effective manner, problem management can help to reduce costs, improve customer satisfaction, and increase productivity.

  1. The key steps in the problem management process include:

  • Identification: Identifying and documenting the problem
  • Analysis: Analyzing the problem to understand its impact and determine the best course of action for resolving it
  • Resolution: Implementing a fix or workaround to resolve the problem
  • Verification: Verifying that the fix has been effective in resolving the problem
  • Closure: Closing the problem and documenting the resolution

Problem management is typically integrated with other IT processes such as incident management and change management in order to provide a comprehensive approach to managing IT systems and services. This helps to ensure that problems are identified and resolved in a coordinated and efficient manner.

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