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Fatures of Problem Management

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mathur
Respected Contributor.

Fatures of Problem Management

Hi Experts,

Can anybody share features of Problem Management module in Service Manager.

We are currently using Service Des,k 4.5 and planning to migrate to Servixce Manager.

Regards,
Mathur
1 REPLY
coldbeer
Outstanding Contributor.

Re: Fatures of Problem Management

Hi Mathur,

I am looking at PM in SM7 now:

1) comes with BPPM (best practice problem management)this is the phases PM will take you through. You can also define your own.
2) ITIL v3
3) can contribute direct to KM (knowledge management)
4) has a remind feaure (email or popup etc)
5) relate IM's and PMS
6) search KM
7) clone

Problem managment is now broken into

OOB (out of box)

Problem control:
detect, log + categorise
Prioritization and planning
Investigation and diagnosis
resolution
clousure and review.
Problem control is all about restoring service ASAP.

Error control:
Is where problem control may or may not have provided a workaround, error control is responsible for fixing the CI with error permanently via RFC.
error control phases:

log and categorize
investigation
solution acceptance
resolution.

(your lucky its still all on my white board!!)


cheers


peter