Purpose: To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. Proactive problem management prevents future incidents.
Definition: A cause, or potential cause, of one or more incidents.
Exam Details: 3 Phases: Problem Identification (incl. trend analysis), Problem Control (analysis, workaround), Error Control (managing KEs, proposing solutions). Prioritize based on risk (impact/probability). Known Error (KE) = problem analyzed (cause identified/hypothesized), workaround may exist, not resolved. KE status remains if no cost-effective fix. Submits Change Request for resolution after cost/benefit analysis, involving Change Enablement & CI. Distinct from Incident.
Practical Implementation:
Challenges: Identifying problems from incident data, getting resources to investigate, implementing permanent fixes, managing workarounds effectively, preventing recurrence.
CSFs: Strong analytical skills, access to incident data and trend analysis tools, effective collaboration between support and technical teams, a process for managing known errors, a smooth handoff to Change Enablement.
Your Role: You might identify potential problems based on recurring issues you encounter, contribute to problem investigation teams, or help develop and document workarounds.