Problem Management


Problem management seeks to identify the underlying causes of incidents in an IT infrastructure and to remove those causes. The problem management process addresses the causes of incidents reactively and proactively.

  1. Reactive problem management--problem control activities:

    • What mechanisms currently exist in your organization to respond to reported incidents and to find their causes?
    • How are problems currently identified and recorded? Are records of identified problems available to everyone who needs them?
    • How is responsibility for investigating problems allocated?
    • When a cause and a workaround for a problem are discovered, how is that information cascaded to the rest of the IT department?
    • How is information about causes and workarounds shared with the rest of the company?
  2. Reactive problem management--error control activities:

    • What mechanisms or processes are used to determine the cost of resolving a known error?
    • How are the benefits of resolving a known error measured? Who holds responsibility for determining which known errors will be resolved?
    • How are those decisions made?
    • What mechanisms are used to ensure that decisions to fix known errors are carried out correctly?
    • Under what conditions are known errors considered closed?
  3. Proactive problem management:

    • What methods are used to identify potential problems in the infrastructure?
    • What criteria are used to determine which components of the infrastructure should be examined for potential problems?
    • What steps are taken to analyze trends in reported problems?

Change Management


Change management is an IT service management process that controls the way changes are introduced in an IT environment. Careful management ensures changes will be more orderly and less disruptive. Companies that implement change management minimize the negative impact of IT changes on the quality of service delivered to users of the company's information systems.

  1. Change request and approval:

    • What mechanisms currently exist in your organization to propose changes to the IT infrastructure?
    • What person or group holds responsibility for evaluating proposed changes?
    • What criteria are used to accept or reject proposed changes?
    • How do the criteria for accepting or rejecting proposed changes relate to the business goals of the company?
    • How are proposed changes scheduled?
    • How is the schedule of changes communicated to those who must execute them?
    • How is the schedule communicated to the rest of the company?
  2. Change review:

    • What mechanisms exist to review whether completed changes were successful?
    • What criteria are used to gauge the success of a change?
    • Under what conditions is a planned change considered closed?
  3. Step of Change Management

    • Filter change requests
    • Assess the impact of changes
    • Authorize changes
    • Review changes
    • Close requests for changes
  4. Output of Change Management

    • Change Management Reports
    • Request for Change
    • Change advisory board decisions
    • Forward schedule of changes
  5. Responsibilities of Change Manager

    • Receive and filters requests for change
    • Coordinate the activities of the change advisory board
    • Issues and maintains the forward schedule of changes
    • Closes RFCs
  6. Critical factors for the success of change management
    • Appropriate tools
    • Supporting processes
    • Management commitment

Training - Problem and Change Management的更多相关文章

  1. Using Change Management and Change Control Within a Project

    In any project, change is inevitable whether it comes from within the project or from external sourc ...

  2. POJ 3100 Root of the Problem || 1004 Financial Management 洪水!!!

    水两发去建模,晚饭吃跟没吃似的,吃完没感觉啊. ---------------------------分割线"水过....."--------------------------- ...

  3. SAP Change Request Management (ChaRM)基础教程

    本文介绍了SAP Solution Manager中的变更请求管理工具(Change Request Management,以下简称ChaRM ). 最近打算写个上线前请求号检查工具,为此需要了解相关 ...

  4. 《Continuous Delivery》 Notes 2: Configuration Management

    What is Configuration Management? Configuration Management refers to the process by which all artifa ...

  5. Project Management Process

    Project Management ProcessDescription .............................................................. ...

  6. Android内存管理(1)WRANGLING DALVIK: MEMORY MANAGEMENT IN ANDROID PART 1

    from : http://www.raizlabs.com/dev/2014/03/wrangling-dalvik-memory-management-in-android-part-1-of-2 ...

  7. English Training Material - 03

    Cross-cultural understanding (2) 1 The following text is about cultural diversity. Read it through o ...

  8. Greedy Change

    Greedy Change time limit per test 2 seconds memory limit per test 256 megabytes input standard input ...

  9. FZU oj 2277 Change 树状数组+dfs序

    Problem 2277 Change Time Limit: 2000 mSec    Memory Limit : 262144 KB  Problem Description There is ...

随机推荐

  1. springMVC robots.txt 处理

    正常情况这样就好使 <mvc:resources mapping="/robots.txt" location="/lib/robots.txt"/> ...

  2. java中包容易出现的错误及权限问题

    /* 3,权限在不同地方的体现: public protected default private 同一类中: ok ok ok ok 同一包中: ok ok ok 子类中: ok ok 不同包中: ...

  3. CentOS7 Tomcat安装

    CentOS7 Tomcat安装 CentOS7 Tomcat安装 Download 从Tomcat下载apache-tomcat-8.0.18.tar.gz Install 安装 上传RPM文件到/ ...

  4. 关于WEB Service&WCF&WebApi实现身份验证之WEB Service篇

    在这个WEB API横行的时代,讲WEB Service技术却实显得有些过时了,过时的技术并不代表无用武之地,有些地方也还是可以继续用他的,我之所以会讲解WEB Service,源于我最近面试时被问到 ...

  5. linux中不小心将rpm命令卸载了,怎么恢复?

    今天在搭建mysql的集群服务时,安装mysql集群服务前,先卸载原来mysql的软件包,不小心将rpm的命令也给卸载掉了,这下惨了,什么也做不了了.在google了翻了好多个页面,甚至官网也看了,没 ...

  6. 页面置换算法 - FIFO、LFU、LRU

    缓存算法(页面置换算法)-FIFO. LFU. LRU 在前一篇文章中通过leetcode的一道题目了解了LRU算法的具体设计思路,下面继续来探讨一下另外两种常见的Cache算法:FIFO. LFU ...

  7. 2013最新版Subversion 1.7.10 for Windows x86 + Apache 2.4.4 x64 安装配置教程+错误解决方案

    一 .工作环境 操作系统:Windows Server 2008 R2 SP1 x64 Apache版本:2.4.4 Subversion版本: Setup-Subversion-1.7.10.msi ...

  8. C# CGI程序

    一.控制面板—>程序和功能—>打开或关闭Windows功能 把相关的功能勾上,点“确定” 二.新建一个网站,配置ISAPI和CGI限制.处理程序映射 三.CGI控制台应用程序代码: usi ...

  9. Lua使用心得(2)

    在lua脚本调用中,如果我们碰到一种不好的脚本,例如: while 1 do do end 那我们的程序主线程也会被阻塞住.那我们如何防止这种问题呢?下面就给出一个解决的办法. 首先为了不阻塞主线程, ...

  10. C#异步调用的方法

    最经公司工作需要调用一个外部的webservice,同时要将传出的数据进行保存,以自己以前的习惯,就打算逐步操作,失败啊,完全没考虑过用户体验效果,在同事指点下,意识到使用异步调用的好处,随便将自己找 ...