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Chapter 7 ■ Service Operations
7.5.4.6 Problem Management Interfaces
Problem management interfaces with a number of processes across the IT service
lifecycle. The most commonly used interfaces are discussed in the sections that follow.
7.5.4.6.1 Incident Management
Incidents and problems share the closest interface as unresolved incidents due to an
unknown root cause lead to problems. Moreover, recurring incidents also come under the
scope of the problem management process. When problems are resolved, leading to an
implementation of a permanent solution, the incident count comes down.
7.5.4.6.2 Change Management
Change management also plays an important part in interfacing with the problem
management process during the solution implementation. All permanent solutions
and workarounds that are identified in the problem management process go through
the change management process before implementation. A request for change is raised
by the problem management process to trigger the change management process for
implementing solutions.
Change management keeps track of all changes that were implemented for solving
problems and reports back to the problem management process, especially during
anomalies.
When changes fail, an investigation is conducted to identify the reasons for the
change failure. This investigation is performed by the problem management process.
7.5.4.6.3 Release and Deployment Management
The problem management process can be employed to identify problems arising from
deployment activities. The release and deployment management process is a direct
beneficiary of the problem management’s investigation and permanent solution.
7.5.4.6.4 Service Asset and Configuration Management
The CMS is the foundation for all processes to carry out their activities accurately and
effectively. Problem management also leverages the CMS to identify faulty CIs and use
these relationships to arrive at the underlying root cause of incidents.
7.5.4.6.5 Seven-Step Improvement Process
The seven-step improvement process is a part of the continual service improvement
(CSI) lifecycle phase, which will be discussed in Chapter 8. The process uses the existing
incidents and problems to identify service improvements.
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