Discussed in the previous blog of this series Incident Management in Remedyforce,

here is the links if you have not seen that http://tomyad.com/salesforce/bmc-remedyforce-incident-management/

The Objective of Problem Management is to minimize service disruptions.

Problem management focuses on reducing the number of incidents, by preventing them from occurring or recurring. A Staff user creates a problem record to get to the root cause of the incidents.

When the root cause is identified the problem can be designated as an error. A known error has a permanent solution or a temporary workaround for it. If a Staff executive comes across an incident caused by the error, the permanent solution or the workaround can be used to resolve the incident.


Problem management
Problem management

Problem Management Alienability process

The alienability process model provides users detailed information about what they can do in a particular situation; it also describes the procedures to minimize problems.

The problem management consists of four procedures:

  1. Request review

A problem coordinator identifies problems using incoming incident details, registers these as problems, and then assigns the problems to a specialist.

  1. Root cause analysis

The specialist reviews the problems and attempts to provide a workaround for it. The specialist also considers possible structural solutions and evaluates them. If the workaround does not involve any change management process while removing the root cause of the problem, the specialist implements the workaround.

  1. Analysis review

In this stage the problem coordinator reviews the results to check if the specialist has proposed or implemented a solution. If the specialist has implemented a solution, the problem coordinator closes the problem, however if the solution involves a change management process, the problem manager passes the problem to change manager.

  1. Problem closure

The problem coordinator checks if the problem is resolved, and closes the problem accordingly.

If the problem is not resolved, the problem coordinator determines the possibility of proposing a different structural solution.

  1. If the possibility exists, the problem coordinator assigns the problem to another specialist
  2. If the problem is still not resolved, then the problem coordinator closes the unresolved problem and periodically checks for new possibility to provide a solution.


In the next blog, we are going to talk about Change Management in Remedyforce.