Problem Management IT Services

Management problems or better known as Problem Management (PRM) is a process that is identified as part of the activities in the Service Support ITIL v2. This process is then updated in a cycle in Service Operation ITIL v3. Management of IT service problems is an important process in maintaining the quality and perfection of the performance of an IT service.


Problem Management
Referring to the ITIL v3 books, the definition of PRM process can be summed up several points:
1. PRM manages the problem of the first appeared to find permanent solutions.
2. PRM can ensure that similar problems will not happen again in the future if run properly.
3. PRM can prevent the occurrence of incidents or disturbances in the course of many IT services that can then minimize the negative impact of the incident.
As a process, PRM has several key activities that become specialties, namely:
1. Problem Control
2. Error Control
3. Proactive Prevention of Problems

Problem Control
Problem Control is a set of activities in the PRM process that focuses on handling problems effectively (a problem addressed by the appropriate resources and capabilities) and efficient (the problem will be handled with good troubleshooting method). Several methods are commonly used:
1. Kepner and Tregoe analysis.
2. Ishikawa Diagram.
The main objective of the Problem Control activities is to identify quickly the root problem of an incident / disruption and provide IT services to the agents enter the Service Desk will be there whether or workaround for any problem.


Error Control
Error Control is a set of activities in the PRM process to ensure that focuses known errors have been eliminated completely so that IT services can walk normally again, through a mechanism of change. Where the mechanism is regulated by other processes in ITIL, the process of Change Management (CHM). In the concept of ITIL, which is a known error is the cause of the problem / damage a known problem. Known to the point of this error, the practical activities of the Control Problem was over who would then proceed with the activity of Error Control.

Proactive Prevention of Problems
PRM processes include reactive and proactive process for handling the problem. Activities that tend to be reactive is the activity of the Control Problem and Error Control, in the sense that both of these activities will only run if there is an incident / disruption in IT services.
PRM is a set of proactive activities that focus on identifying problems and known errors before handling an incident / disruption in IT services. But to be noted is that not all incidents / disturbances giving signs of damage in advance.