Page 355 - ITIL® Foundation 3.15

Problem Management Process Workflow
Service desk
Event management
Incident management
Proactive Problem management
Email
Problem detection
Problem logging
Problem categorization
Problem prioritization
CMS
Problem investigation and diagnosis
Incident management
Change management
RFC
Yes
Yes
No
Workaround needed?
No
Change needed?
No
Resolved?
Yes
Major Problem?
No
Implement workaround
Raise known error record if required
Known Error database
Problem resolution
Problem closure
Yes
• Lessons learned • Review results
• Improvement actions • Communications
Service knowledge management system
Major problem review
Continual Service improvement
“Copyright © AXELOS Limited 2011 Reproduced under license from AXELOS Limited. All rights reserved.
End
Copyright © 2018. Knowledge ToolWorks. All Rights Reserved.