In our previous ITIL 4 guides, we have gone through the basics and core of various processes, such as incident management, event management, and service requests. Now we move on to problem management.
Important concepts in problem management
• Workaround: A temporary solution that allows users to continue working while the root cause is investigated and resolved. At Nilex, we often see organisations either skipping workarounds altogether, which leads to unnecessary disruptions, or getting stuck in a rut of only using workarounds without solving the actual problem.
• Known Error: When the root cause of a problem has been identified but the permanent solution has not yet been implemented. A known error can often be handled with a workaround until the problem is resolved.
• Known Error Database (KEDB): A database where information about known errors is collected, including causes, temporary solutions and what is required for permanent remediation. Although this is a valuable tool, we at Nilex have seen examples of large databases that are not used – which is a wasted resource.
• Technical debt: A concept closely linked to problem management that refers to accumulated temporary solutions and workarounds that have not been permanently resolved. Just like financial debt, technical debt grows if it is not managed, which can affect the health of systems and the efficiency of the organisation.
The RACI matrix in problem management
A RACI diagram, or responsibility assignment matrix, is a model that defines and clarifies roles and responsibilities within a project team. RACI diagrams categorise these roles into four components: Responsible, Accountable, Consulted and Informed. This clarifies who does what in the problem management process.
What is the difference between an incident and a problem?
There is a strong connection between incident and problem management, so it is important to describe the difference between these processes. An incident is a disruption in the delivery or use of an IT service, while a problem is the underlying cause of one or more incidents. The purpose of problem management is to minimise the likelihood of future incidents and their impact by identifying and addressing root causes over time.
Problem management vs. Incident management
Problem management is closely linked to incident management but is not the same thing. Problem management involves a structured process for identifying and resolving the technical faults that cause incidents. According to ITIL, a problem is defined as "a cause, or possible cause, of one or more incidents".
Actively working with the problem process reduces the number of incidents and thus contributes to a more stable and reliable IT environment. This means that the impact on users is reduced and operational disruptions are minimised. There are two ways to achieve this: you can be proactive in your handling of problems instead of reacting to them when they arise. What these concepts mean is described in the next paragraph.
Proactive and reactive problem management
Problem management can be conducted in two ways:
- Proactive: Identify and address issues before they cause operational disruptions, to prevent future incidents.
- Reactive: Address issues after incidents have occurred by analysing root causes and preventing recurrence.
Effective problem management not only reduces the number of incidents, but also contributes to lower costs for the organisation.
Conclusion
ITIL 4 Problem Management is about identifying and eliminating the root causes of IT incidents to create more stable and reliable services. By understanding the difference between incidents and problems, using tools such as workarounds and known error databases, and working both proactively and reactively, organisations can reduce the number of operational disruptions and thereby save both time and money. This is achieved by implementing smart workflows and insight-driven key performance indicators that contribute to continuous improvement.
Please contact us if you would like a demo of Nilex to see how we can improve your problem management process.
