NSPL Problem Manager contains the following two processes:
- Reactive Problem Management has implemented as part of service operation
- Proactive Problem Management initiate in-service operation but generally driven as an element of Continual Service Improvement
The NSPL problem management procedures.
Problem detection – Proactively find issues so they can be fixed, or recognize workarounds before future incidents happen.
Categorization and prioritization – Track and appraise problems to keep staffs organized and working on the most relevant and high-value issues.
Investigation and diagnosis – Categorize the underlying contributing causes of the problem and the excellent course of measure for remediation.
Built a known error record – In ITIL, a known error is “a problem that has an acknowledged root cause and a workaround.” Recording these details leads to less downtime if the problem triggers an occurrence. It typically stored in a file called a known error database.
Design a workaround, if necessary – A workaround is a temporary solution for reducing the force of issues and keeping them from becoming incidents. These aren’t ideal, but they can maximum business impact and avoid a client-facing event if the problem can’t be easily eliminated and identified.
Workout and close the problem – A closed problem is one that has been terminate and can no longer source another incident.