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Chapter 7 ■ Service Operations 7.5.4.4 Key Terminology Used in Problem Management Problem management digs deep and the process brings a certain amount of complexity to the table. The complexity begins with a few terms that are used quite often during various stages of the process activities. It is key that you understand all the terminology discussed here. This will help you to use the correct terms at work and most definitely will bag you a few more right answers on the ITIL Foundation exam. 7.5.4.4.1 Root Cause The root cause is the fundamental reason for the occurrence of an incident or a problem. Let’s say you are in a bank and the ATM does not disburse the money you requested. The underlying cause, or the root cause, for the denial of service in this instance is attributed to a network failure in the bank. Likewise, for every incident there will be a root cause. Only when you identify the root cause will you be able to resolve the incident. In the ATM instance, unless you know of the network failure, you cannot bring the ATM service back up. As discussed earlier, in some instances incidents can be resolved without knowing the root cause. However, to understand the root cause and eliminate the underlying cause, problem management must be brought in. 7.5.4.4.2 Root Cause Analysis Identifying the root cause of an incident is no menial task. At times, the root cause may reveal itself, but many times it will become challenging to identify the root causes of complex incidents. You are required to analyze the root cause by using techniques that commonly fall under the activity of root cause analysis (RCA). Remember that the outcome of RCA may not always result in finding the root cause of an incident. In such cases, RCA must be performed using complex techniques and with experts pertaining to related fields of technology and management. 7.5.4.4.3 Known Error When the outcome of the RCA procedure yields results, the root cause becomes known. But it may not always be possible to implement a permanent solution. Instead, temporary fixes called workarounds are identified. Such cases where the root causes are known workarounds are found are called known errors. There could be various reasons why solutions cannot be implemented. Commonly, permanent solutions come with a high price tag. Most organizations are price conscious these days and may not approve excess expenditures. Other reasons could include a lack of experts or people resources to implement the permanent solution or could cite governance or legislation controls that could prevent them from being implemented. 181
Chapter 7 ■ Service Operations 7.5.4.4.4 Known Error Database Known errors are documented and are stored in a repository called the known error database (KEDB). The KEDB consists of various known errors, their identified root causes, and the workarounds that can be applied. The known error records are not permanent members of a KEDB. Known errors will cease to exist in this repository when the permanent solution is implemented. The known error records where permanent solutions are implemented are generally archived. 7.5.4.4.5 Workaround As mentioned earlier, workarounds are fixes to solve incidents temporarily. Each incident could have one or multiple workarounds, but none of them will alleviate the problem permanently, and it may be required to revisit the workaround applied on a regular basis. Let’s say a printer on your floor is not working and you cannot wait until the technician can get around to fixing it. A classic workaround in this case is to print from a printer on a different floor. The workaround will solve your problem temporarily by providing a way to print, but it may not be a permanent solution as you may find it inconvenient to run to the next floor each time you need to print something. Another workaround could be that you don’t print the document, but instead send the soft copy to the intended recipient. 7.5.4.4.6 Permanent Solution When the root cause of a problem is known, the follow-up activity in problem management process is to identify a permanent solution. This solution permanently resolves the problem and contributes toward reduction in incident count and avoids future outages. As mentioned earlier, permanent solutions come at a cost, and organizations may not always be willing to shell out the required capital. In such cases, permanent solutions are known but not implemented. 7.5.4.5 Problem Management Lifecycle A generic problem management lifecycle is shown in Figure 7-5. This lifecycle exists to meet the prime objectives of the problem management process, which I touched on earlier. The process shown here is generic, and it could be used to create the process that fits specific requirements and organizational structures. 182
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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3.2.6 Generic Role: Process Practit
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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4.6.1.2 Risk Analysis Chapter 4 ■
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Chapter 4 ■ Service Strategy 2. V
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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Chapter 6 ■ Service Transition
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6.4.1.3 Types of Change Requests Ch
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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