Errors detected in the development environment
It is rare for any new applications, systems or software releases to be completely error-free. It is more likely that during testing of such new applications, systems or releases a prioritization system will be used to eradicate the more serious faults, but it is possible that minor faults are not rectified – often because of the balance that has to be made between delivering new functionality to the business as quickly as possible and ensuring totally fault-free code or components.
Where a decision is made to release something into the production environment that includes known deficiencies, these should be logged as Known Errors in the KEDB, together with details of workarounds or resolution activities. There should be a formal step in the testing sign-off that ensures that this handover always takes place (see Service Transition publication).
Experience has shown if this does not happen, it will lead to far higher support costs when the users start to experience the faults and raise incidents that have to be re-diagnosed and resolved all over again!
4.4.6 Triggers, input and output/inter-process interfaces
The vast majority of Problem Records will be triggered in reaction to one or more incidents, and many will be raised or initiated via Service Desk staff. Other Problem Records, and corresponding Known Error Records, may be triggered in testing, particularly the latter stages of testing such as User Acceptance Testing/Trials (UAT), if a decision is made to go ahead with a release even though some faults are known. Suppliers may trigger the need for some Problem Records through the notification of potential faults or known deficiencies in their products or services (e.g. a warning may be given regarding the use of a particular CI and a Problem Record may be raised to facilitate the investigation by technical staff of the condition of such CIs within the organization’s IT Infrastructure).
The primary relationship between Incident and Problem Management has been discussed in detail in paragraphs 4.2.6 and 184.108.40.206. Other key interfaces include the following:
- Service Transition
- Change Management: Problem Management ensures that all resolutions or workarounds that require a change to a CI are submitted through Change Management through an RFC. Change Management will monitor the progress of these changes and keep Problem Management advised. Problem Management is also involved in rectifying the situation caused by failed changes.
- Configuration Management: Problem Management uses the CMS to identify faulty CIs and also to determine the impact of problems and resolutions. The CMS can also be used to form the basis for the KEDB and hold or integrate with the Problem Records.
- Release and Deployment Management: Is responsible for rolling problem fixes out into the live environment. It also assists in ensuring that the associated known errors are transferred from the development Known Error Database into the live Known Error Database. Problem Management will assist in resolving problems caused by faults during the release process.
- Service Design
- Availability Management: Is involved with determining how to reduce downtime and increase uptime. As such, it has a close relationship with Problem Management, especially the proactive areas. Much of the management information available in Problem Management will be communicated to Availability Management.
- Capacity Management: Some problems will require investigation by Capacity Management teams and techniques, e.g. performance issues. Capacity Management will also assist in assessing proactive measures. Problem Management provides management information relative to the quality of decisions made during the Capacity Planning process.
- IT serviceContinuity: Problem Management acts as an entry point into IT Service Continuity Management where a significant problem is not resolved before it starts to have a major impact on the business.
- Continual Service Improvement
- Service Level Management: The occurrence of incidents and problems affects the level of service delivery measured by SLM. Problem Management contributes to improvements in service levels, and its management information is used as the basis of some of the SLA review components. SLM also provides parameters within which Problem Management works, such as impact information and the effect on services of proposed resolutions and proactive measures.
- Service Strategy
- Financial Management: Assists in assessing the impact of proposed resolutions or workarounds, as well as Pain Value Analysis. Problem Management provides management information about the cost of resolving and preventing problems, which is used as input into the budgeting and accounting systems and Total Cost of Ownership calculations.
Date: 2014-12-29; view: 916