Which
of
the
following
is
NOT
a
valid
objective
of
Problem
Management?
A.
To
prevent
Problems
and
their
resultant
Incidents
B.
To
manage
Problems
throughout
their
lifecycle
C.
To
restore
service
to
a
user
D.
To
eliminate
recurring
Incidents
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Answer:
C
Problem management aims to resolve the root causes of incidents and
thus to minimise the adverse impact of incidents and problems on
business that are caused by errors within the IT infrastructure, and to
prevent recurrence of incidents related to these errors. A 'problem' is
an unknown underlying cause of one or more incidents, and a 'known
error' is a problem that is successfully diagnosed and for which either a
work-around
or a permanent resolution has been identified. The CCTA (Central
Computer and Telecommunications Agency) defines problems and known
errors as follows
- A problem is a condition often identified as a result of
multiple incidents that exhibit common symptoms. Problems can also be
identified from a single significant incident, indicative of a single
error, for which the cause is unknown, but for which the impact is
significant.
- A known error is a condition identified by successful
diagnosis of the root cause of a problem, and the subsequent development
of a work-around.
Problem management differs from
incident management. The principal purpose of
problem management is to find and resolve the root cause of a problem and thus prevent further incidents; the purpose of
incident management is to return the service to normal level as soon as possible, with smallest possible business impact.
The problem-management process is intended to reduce the number and
severity of incidents and problems on the business, and report it in
documentation to be available for the first-line and second line of the
help desk. The proactive process identifies and resolves problems before
incidents occur. Such processes include:
- Trend analysis;
- Targeting support action;
- Providing information to the organisation
The
error control process iteratively diagnoses known errors
until they are eliminated by the successful implementation of a change
under the control of the Change Management process.
The
problem control process aims to handle problems in an
efficient way. Problem control identifies the root cause of incidents
and reports it to the service desk. Other activities are:
- Problem identification and recording
- Problem classification
- Problem investigation and diagnosis
A technique for identifying the root cause of a problem is to use an
Ishikawa diagram, also referred to as a cause-and-effect diagram, tree diagram, or fishbone diagram.
Alternatively, a formal Root Cause Analysis method such as Apollo Root
Cause Analysis can be implemented and used to identify causes and
solutions. An effective root cause analysis method and/or tool will
provide the most effective/efficient solutions to address problems in
the Problem Management process.
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