IT Problem Management is a practice that aims to identify and resolve the root causes of recurring issues in information technology systems. The objective is to analyse the origins of problems to prevent their recurrence, contributing to the continuous improvement of IT services.
1. Problem detection: Detection can occur through automatic alerts, user reports, analysis of recurring incidents, or proactive monitoring of IT systems.
2. Recording and categorisation: It is essential to document details such as the problem description, date and time of detection, affected systems, and any relevant information. Categorisation helps to classify the problem.
3. Initial investigation: An initial analysis determines whether the problem is truly an isolated incident or whether it requires further investigation. It may involve triage to identify the severity of the impact on services.
4. Classification and prioritisation: Assigning a priority rating based on criteria such as urgency, impact on business, and criticality of the affected systems.
5. Detailed investigation: In-depth analysis to identify the root cause of the problem. This may involve collaboration of different support teams and the use of diagnostic tools.
6. Solution development: Creating permanent solutions to fix the root cause of the problem. If this takes some time, temporary measures can be implemented to minimise the impact on services.
7. Solution implementation: Following development, the solutions are implemented in the affected systems. This may require careful coordination to ensure that changes do not cause new problems.
8. Monitoring and evaluation: Continuous follow-up to ensure that the solution is effective. Performance metrics are monitored, and adjustments are made if necessary.
9. Problem closure: Complete documentation of the process, including what was learnt while the problem resolution. This contributes to broader knowledge and facilitates continuous improvements.
This systematic approach aims not only to resolve immediate problems but also to prevent their recurrence, improving the stability and effectiveness of IT services over time.