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Summary
Reference
Purpose
The Problem functional component is responsible for managing the lifecycle of all Problems. The objectives of the Problem functional component are to solve severe/repeating Incidents, prevent Incidents from happening, and minimize the impact of Incidents that cannot be prevented. The Problem cause is not usually known at the time of the Problem data object instance creation, and the Problem functional component is responsible for the investigation. The Problem functional component also serves as the main exit point from the D2C Value Stream for the feedback information about IT services issues. The feedback is reported to the R2D Value Stream in the form of Defects and to the S2P Value Stream in the form of Portfolio Backlog Items (demand request).
Main Functions
- Shall be the system of record for all Problem records.
- Shall manage the state and lifecycle of the Problem.
- Shall associate Problem(s) to CI(s).
- Shall create Known Error data object instances from unsolved Problems.
- Can push Problem data to trigger the execution of a Run Book data object (either automated or manual) to provide diagnostics information or remediation steps.
- Shall create an RFC associated to a Problem in order to implement a fix to the issue that is documented by the Problem.
- Shall use existing Knowledge data to solve a Problem.
- Can create a new Knowledge data object based on Problem Management activities (from the Known Error data object instances).
- Shall associate Incident data to the corresponding Problem record and continue the investigation around the Incident reported fault within the Problem lifecycle.
- Shall push Problem data requiring emergency/specific development to the Defect functional component (R2D Value Stream).
- May push a Portfolio Backlog Item to the Portfolio Demand functional component for backlog processing.
Example of HPE Products that may contribute to this Functional Component
- Service Manager
- Service Anywhere
Generated: 1/11/2017 8:07:59 AM