Proactive Problem Management

December 5, 2012

Introduction

• Isetayo Criss, ITSM Coordinator/Process Design• Jeff Krueger, TxDOTNow/ServiceNow Administrator

Introduction• Proactive Problem Management

– A function defined within Incident Management– Based on CI, priority, frequency or combination thereof

• Requires background scripting• Business Rule• Problem Conditions• Properties• Script Include• Script Action

– Policy and Procedures• Action Monitor Values• Incident Resolution• Root Cause Analysis• Problem Manager/Coordinator

Proactive Problem ManagementCreating a Module

Proactive Problem ManagementBusiness Rule

Proactive Problem ManagementProblem Conditions

Proactive Problem ManagementProblem Conditions

Proactive Problem ManagementProperties

Proactive Problem ManagementScript Include

Proactive Problem ManagementScript Action

Proactive Problem Management• Action Monitor Values

– Based on interval , frequency and priority• 45 incidents in 30 days (excluding P1)• P3 – 15 incidents in 15 days (contributes to 45 incidents)• P2 – 5 incidents in 7 days (contributes to 45 incidents)• P1 – 1 incident at any time

– Based on Priority• RCA is based on highest open Problem

• Incident Resolution– Incident must be in RESOLVED state to increment

counters. Priority at resolution determines which counter is incremented.

Proactive Problem Management

Proactive Problem Management• Root Cause Analysis (RCA): TXDOT Problem

Management limits itself to determining root cause– P1 Incident creates P1 Problem with 3 business days for

RCA Determination – P2 monitor will create P2 Problem with 6 business days

for RCA Determination– P3 monitor will create P3 Problem with 15 days for RCA

Determination– Too Many Incidents (45 incidents in 30 days) with same

CI will create P4 Problem with no preset RCA Determination time frame

• Problem Manager/Coordinator determine if problem is skipped or assigned. (helpful when new enterprise application goes in)

Proactive Problem Management

• Problem Manager/Coordinator – Determines if problem is skipped or assigned. (helpful

when new enterprise application goes in)– Evaluates resolved incident to determine appropriate

assignment group– Evaluates type of resolution to determine if RCA has been

determined and acted upon as incident resolution

Proactive Problem Management

Questions???