What kind of problems should be managed by problem management?

By jyotsnapradhan ·
ITIL does not specify the scope of problems that should be managed by Problem Management. Should it be restricted to only technical problems? What about process gaps or skillset/staffing issues? Would those be managed by Problem Management too?

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that is

by Jaqui In reply to What kind of problems sho ...

completely dependent on company culture.
For some companies, it stops at the technical issues.
for others it will include everything.

it's literally up to the individual company to decide where it stops.

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ITIL Problem Management

by neilb@uk In reply to What kind of problems sho ...

The purpose - which defines the scope - of ITIL Problem Management, as I understand it, is to minise the adverse effects on the business of Incidents caused by errors in the infrastructure.

So, the scope covers identifying problems as early as possibe - before they occur if feasible - and then applying workarounds to temporary fix the problem. Permanent resolution is not the function of PM, that should be carried out by the appropriate service group but under the control and oversight of PM.

PM should liaise fully with IT Service Continuity Management. PM and CM should be working closely together. Most of CM's data comes from PM.

PM are responsible for the first response to problems and for setting a permanent fix in motion so PM is responsible for the maintenance of relationships with internal service groups and third parties.

PM are particularly responsible for managing the workaround and then complete resolution of recurring incidents that affect IT services.

It's all in The Book, you know.

Nothing at all about process gaps or staffing!

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Problem Management outcome not being so satisfactory

by rangeshprasanna In reply to ITIL Problem Management

My view of the problem management is this way..
Most of the time when problem management comes back with a permanent fix after their analysis , Either there is budget shortage or its too complex to take the solution right away .
Out of effective and dynamic problem Management being in place,I see only 20 - 30 % of the problem getting fixed permanently . I stand to get corrected , If any body can prove it otherwise with adequate proof .

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