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Problem Management
Problem management is the process responsible for managing the lifecycle of all problems that happen or could happen in an IT service. The primary objectives of problem management are to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. ITIL defines a problem as the cause of one or more incidents. See also * ISO/IEC 15504 *Quality Assurance * RPR Problem Diagnosis * Grey problem * Pareto analysis Pareto analysis is a formal technique useful where many possible courses of action are competing for attention. In essence, the problem-solver estimates the benefit delivered by each action, then selects a number of the most effective actions tha ... References The New Rational Manager- Describes KT Problem Solving and Decision Making (PSDM) * ITIL Problem solving {{IT-stub ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
ITIL
The Information Technology Infrastructure Library (ITIL) is a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of business. ITIL describes processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific, but can be applied by an organization toward strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. There is no formal independent third party compliance assessment available for ITIL compliance in an organization. Certification in ITIL is only available to individuals. Since 2013, ITIL has been owned by AXELOS, a joint venture between Capita and the UK Cabinet Office. History Responding to growing dependence on IT, the UK Government's Ce ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Incident Management
An incident is an event that could lead to loss of, or disruption to, an organization's operations, services or functions. Incident management (IcM) is a term describing the activities of an organization to identify, analyze, and correct hazards to prevent a future re-occurrence. These incidents within a structured organization are normally dealt with by either an incident response team (IRT), an incident management team (IMT), or Incident Command System (ICS). Without effective incident management, an incident can disrupt business operations, information security, IT systems, employees, customers, or other vital business functions. Description An incident is an event that could lead to the loss of, or disruption to, an organization's operations, services or functions. Incident management (IcM) is a term describing the activities of an organization to identify, analyze, and correct hazards to prevent a future re-occurrence. If not managed, an incident can escalate into an emerg ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
ISO/IEC 15504
ISO/IEC 15504 ''Information technology – Process assessment'', also termed Software Process Improvement and Capability Determination (SPICE), is a set of technical standards documents for the computer software development process and related business management functions. It is one of the joint International Organization for Standardization (ISO) and International Electrotechnical Commission (IEC) standards, which was developed by the ISO and IEC joint subcommittee, ISO/IEC JTC 1/SC 7. ISO/IEC 15504 was initially derived from process lifecycle standard ISO/IEC 12207 and from maturity models like Bootstrap, Trillium and the Capability Maturity Model (CMM). ISO/IEC 15504 has been superseded by '' ISO/IEC 33001:2015 Information technology – Process assessment – Concepts and terminology'' as of March, 2015. Overview ISO/IEC 15504 is the reference model for the maturity models (consisting of capability levels which in turn consist of the process attributes and further consist of ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Quality Assurance
Quality assurance (QA) is the term used in both manufacturing and service industries to describe the systematic efforts taken to ensure that the product(s) delivered to customer(s) meet with the contractual and other agreed upon performance, design, reliability, and maintainability expectations of that customer. The core purpose of Quality Assurance is to prevent mistakes and defects in the development and production of both manufactured products, such as automobiles and shoes, and delivered services, such as automotive repair and athletic shoe design. Assuring quality and therefore avoiding problems and delays when delivering products or services to customers is what ISO 9000 defines as that "part of quality management focused on providing confidence that quality requirements will be fulfilled". This defect prevention aspect of quality assurance differs from the defect detection aspect of quality control and has been referred to as a ''shift left'' since it focuses on quality effor ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Grey Problem
In IT, a grey problem (or, gray problem) is a problem where the causing technology is unknown or unconfirmed. Common grey problems are: * Intermittent errors; * Intermittent incorrect output, or; * Transient performance problems. Because the causing technology is not clear, IT departments often find it difficult to allocate the problem to a Technical Support Team (platform team). Background Combining frequency and causing technology information can provide a view of the complexity of a problem and so indicate how difficult it will be to investigate (see Figure 1). The problems in each quadrant have certain characteristics: Q1 - In a typical IT department 80 to 90% of problems are solid faults that are easily tracked down to a causing technology. The appropriate technical or platform support team efficiently deals with these problems every day. Q2 - Some recurring problems are due to a Known Error, or are obviously being caused by a particular hardware or software componen ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Pareto Analysis
Pareto analysis is a formal technique useful where many possible courses of action are competing for attention. In essence, the problem-solver estimates the benefit delivered by each action, then selects a number of the most effective actions that deliver a total benefit reasonably close to the maximal possible one. Pareto analysis is a creative way of looking at causes of problems because it helps stimulate thinking and organize thoughts. However, it can be limited by its exclusion of possibly important problems which may be small initially, but will grow with time. It should be combined with other analytical tools such as failure mode and effects analysis and fault tree analysis for example. This technique helps to identify the top portion of causes that need to be addressed to resolve the majority of problems. Once the predominant causes are identified, then tools like the Ishikawa diagram or Fish-bone Analysis can be used to identify the root causes of the problems. While it ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
