Problem Management

Incidents and Problems are tightly integrated in easyCMDB.

The core component of easyCMDB is the Configuration Management Database that provides the underlying foundation that binds and enables the process flow between Incident, Problem and Change Management.

In easyCMDB, a user will be able to easily create a new Problem record from an Incident or attach an Incident to an existing Problem. An action log will be used to capture the actions the IT team has undertaken to diagnose and resolve the Problem.

Analysts will be able to mark Problem records as known errors to make them more visible to other analysts trying to resolve Incidents. This will reduce the amount of time spent investigating errors since an analyst will be able to simply link Incidents to a Problem, for example, linking multiple network outage Incidents to a network switch being unavailable.

A Problem represents a fault in your infrastructure for which there is no [current] resolution. In easyCMDB, Problem records are a type of Incident and handled in similar fashion to Faults and Known Errors. A Problem may be Changed to a Known Error if a work-around is discovered, or set to Resolved status if a resolution is forthcoming.

Problem management is tightly integrated with Incident management in easyCMDB, however may be separately queried and reported on.

Resolution of a Problem record can automatically resolve all associated Fault records.

Problem records can be searched during creation of Incidents to determine if a match exists. The Active Log provides a listing of Known Errors and Problems that can be referenced prior to creating new Incidents.

The new Incident can be directly linked to a Known Error or Problem and inherit its information. The FAQ database can be used to build up a knowledge base of common questions and answers to facilitate Problem diagnosis.

ITIL Incident Management

Problem Management as defined by ITIL