????? ????? ??? ????? By ITIL Problem Management Process

1
????? ????? ??? ?????By ITIL Problem Management
Process
???? 3 ?? ???? ????? itSMF ??????

• ???? ?????, ??????
• ilans_at_matrix.co.il

?????
2
??????? ?????

• ????? ????? ?- Problem Management
• ????? ??????
• ?????? ?"?
• ????? PM
• ?????? ????? ?- PM

3
?? ?- ITIL ??? ?? ???? ?

• ??????????? ????? ??? ?????? Glossary
• ????? ????? ??????
• ????? ??????? ?????? ??????? ???????? ??????
• ????? ???? ??????

4
???????? ??????? ?"? ITIL
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?? ????? ??? IM ?- PM
The objective of Incident Management is
restoration of normal service as quickly as
possible. Once this has been done, the Incident
can be closed and a Problem record created.
The Problem Management team (a separate body of
people) then undertake investigation and root
cause analysis to identify the Known Error
(Problem Control). This is followed by
elimination of the Known Error from the
infrastructure (Error Control) to ensure that the
Incident does not reoccur.
6
??? ITIL ????? ?? Problem Mgmt
The goal of Problem Management is to minimise the
adverse impact of Incidents and Problems on the
business that are caused by errors within the IT
Infrastructure, and to prevent recurrence of
Incidents related to these errors. In order to
achieve this goal, Problem Management seeks to
get to the root cause of Incidents and then
initiate actions to improve or correct the
situation. The Problem Management process has
both reactive and proactive aspects. The reactive
aspect is concerned with solving Problems in
response to one or more Incidents. Proactive
Problem Management is concerned with identifying
and solving Problems and Known errors before
Incidents occur in the first place
7
????? ???? ?-Problem Mgmt

• ??? ????? ?????? ?? ????
• ??? ????? ?????? ?? ????? ???????
• ??? ????? ?????? ??? ??? ????? ???????
• ??? ????? ?????? ?? ???? ????? ????? ?????? ??
  ??????
• ??? ????? ?????? ?????? ?"? ????? ????? ??
  ??????
• ??? ????? ?????? ?? ???? ?? ??? ???? ????? ??
  ???? ?????
• ??? ????? ?????? ?? ???? ???? ??????
• ??? ????? ?????? ?? ????? ????? ???? ???? ?????
  ??? ???? ?? ???? ????? ??? ?????? ????? ?????
  ????? ?????
• ??? ????? ??????? ???? ????? ??????? ?? ?? ????
  ??????.

8
????? ???? ?????? ? ? ? ? ? ? ? ? ? ? ? ?

• ????? ??????? ????????? ?? ???????? ???????
  ???????? ?"? ?????? ????? ???????? ??????? ??
  ??????.
• ?? ?????
• ????? ???????? ????? ??? ITIL ??????? ??????
  ???????? ?- Service Support ??-Service Delivery.
• ????? ??????? ????????? ?? ???????? ???????
  ???????? - ????? PM ???? ???? ??? ?-PM ?????
  ????? ???????? ?????????? ?????? ????? ?????
  ???????.
• ??? ?-PM ???? ???? ????? ?????? ???? ?????
  ???????? ?? ????? (?? ??) ???? Mutation ??????
  ???? ?
• ????? ?????? ?????? ?"? ?????? ??????? ?? ?????
  ?????
• ????? ?????? ?? ??????? ??????? ??? ?????? ?????
  ?????? ???????.

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??? Problem Mgmt (ITIL) ?
??? ??? ????? IBM ??? ??? 750 ????"???. ??
???????? ??????? ?????. ???? ?? ??? 2006 ????? ??
???? ???? ????? ????????? ?????? ????"???
??????? ?? ?????? ??? ??????? ????? ??????????
?????????. ??????? ?? ???? ????? ?????? ??????
????? ????? ??????? ?????? ?????? ????. ?????
??????? ???????? ????? ?????? ???? ????? ????? ??
??????? ?? ????? ??????? ????? ?????????? ?????
????????? ??? ?? ?????? ????? ?????? ????? ?????,
????? ?????? ??? ????? ?????? ????? ?? ??????
??? ????? ??????? ????? ??? ????? ??? ?????
??????? ??????? ?? ??????? ?????????.
10
??? Problem Mgmt (ITIL) ?
???? ?? ??? 2006 ???? ?? ????? ?????? ?????
?????? ?"? ????????? ?????? ???? ??????????? ?
??????? ?????. ???? ?????? ??????? ?? ???????
??? ??? ???? ??????? ?????? ?????? ????? ??????
????? ("Service Oriented") ???? ?????, ????????
????? ?????. ???? itSMF Newsletter 3 -
?????? ??? ???? ?- CMMI ?????? ITIL (??? ???
????).
11
????? ??????
12
?? ????? ?

• ?? ??? ??? ???? ?????? ?? ????? ?????? ????? ???
  ???? ?? ?????? ?????.

????
???? ????
????? ????
???? IT ????????? ??????????
??????
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?????? Problem Mgmt

• ????? ???? ????? ?????
• ???? ?????? ??????? ???? ???????
• ???"? ????? ????? ????? ????? ?????? ??? ?? ?????
  ???? ???? ???? ?? ????? ??????.

14
????? ??? ????? ??????
????
???? ????
????? ????
??????
?????????
15
????? ?????????
????
???? ????
????? ????
??????
?????????
16
?????? ????? ?????? ???? Cost Effective
????
???? ????
????? ????
??????
?????????
17
?????? ??? ???
18
?????? ?"?

• ?? ??? ???? PM ??????? ???? ????? ?????? ?? ??
  ????? ???? ????
• ????? ?????
• ????? ???????
• ????? ???????
• ????? ???"??
• ???? ?-PM ?? ????? ???? ???? ?????? ?????, ???
  ????? ?????? ?????? ???? ?????? ????? ????? ?????
  ?????? ??????.
• ????? ???? ????? ??????, ?? ????? ???? ??????
  ????? ?????, ??? ?????? ????? ?????? ???????
  ????????? ??? ?????? ????.

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????? ??????

• ??????? ???? ????? ??? ????? ...

20
????? ??????

• ??????? ????? ?? ????? ??? ...

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????? ??????

• Proactive Problem Management
• ????? ????????? ??????(????? ????) ?????? ?????
  (???? ???)
• ????? (?????? Root Cause) ????? ?????
• ???? ???

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???? ???????? ??????

• ?? ??? ???? PM ??????? ????? ??????? ???????
  ??????
• ????? ????? ?? ?? ?????? ?????? (????? ??????-
  ??????, ??????? ??????????)
• ????? ?????? ?????? ???? ?"? ????? ???????
  ????? ????? (???? ??????? ??????? ???????
  ?????????), ????? ????? ??????? ????????

?? ????? ???????? ??, ???? , ????? ????? ?????,
?????? ????? ?- PM ??? ???, ????, ?? ?- IM????
?????? ????? ?? ????????? ????? ?? ?- PM.
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????? PM

• ????? ???????? ????? ????????
• ????? ????? ????? ???????????
  ??????? ?????? ???????
• ?????? ?? ?????
• ????? ??? ????? ????? SLA ?- KPI
• ????? ????? ??????
• ????? ?????

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??? ????? ?????? ?????

• ?????
• ????? CMDB ?????? ????? ????? ?????? ?????
• ?????
• ????? ??????? ?????? ????? ?????, ?????? ?????,
  ??? ???????, ?????? IT
• ??????
• ????? ?????? ????????? ??????? ??????, ???????
  ??-IT ??????? ?????
• ?????
• ????? OLA ?- KPI ??????? ????????? ??????? ???"?
  ??????? ?????? ??????? ???????.
• ?????
• ????? ?????? ?????? ????? (???? ??.??????,
  ???????, ????...)
• ?????
• ????? ???? ???? ?????? ?????? ?/?? ????? ?????

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?????? ????? ?-Problem Management
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?????? ????? ?- Problem Mgmt

• ????? ?????? ?- Problem Management ????
• Problem Control
• Error Control
• Proactive Problem Management

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?????? ????? ?- Problem Mgmt

• Problem Control
• ????? ????? ??????
• ???? ?????? ?????
• ????? ?????? ???? ????? ??????? ?- Error

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????? ?????? ?- Problem
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?????? ????? ?- Problem Mgmt

• Error Control
• ????? ?- Error
• ????? ????? ?????? ?- Error ?- Known Error
• ????? ????? ?????? Workaround
• ????? RFC
• ????? ?- Error

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????? ?????? ?- Error
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????? ????? ?????? ?- Problem
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?????? ????? ?- Problem Mgmt

• Proactive Problem Management
• ????? ????? ?? ????? ?"? ????? ?????, ?????
• ????? ???????? ?????
• ????? ???? ?????? ????? ???? ??????

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? ? ? ? ? ?

• ???? PM - ????? ??????, ??????? ????????? ??
  ?????? ????? ?"? ????? ???? ???? ?? ????? ?????
  ???????? ???????? ??????? ???????? ??????? ?"?
  ????????

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? ? ? ? ? ?

• ???? PM - ????? ??????, ??????? ????????? ??
  ?????? ????? ?"? ????? ???? ???? ?? ????? ?????
  ???????? ???????? ??????? ???????? ??????? ?"?
  ????????
• ?? ?????? - ??"? ????????? ?????? ?????????
  ?????????, ???? ???? ??????? ?? ?????? ????
  ??????? ????? ????? ????? ??????

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? ? ? ? ? ?

• ???? PM - ????? ??????, ??????? ????????? ??
  ?????? ????? ?"? ????? ???? ???? ?? ????? ?????
  ???????? ???????? ??????? ???????? ??????? ?"?
  ????????
• ?? ?????? - ??"? ????????? ?????? ?????????
  ?????????, ???? ???? ??????? ?? ?????? ????
  ??????? ????? ????? ????? ??????
• ???? ?????? ??????
• ??? ????? (??? ???? ???, ??? ???????? ?? ?-Supply
  Chain ???????????)

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? ? ? ? ? ?

• ???? PM - ????? ??????, ??????? ????????? ??
  ?????? ????? ?"? ????? ???? ???? ?? ????? ?????
  ???????? ???????? ??????? ???????? ??????? ?"?
  ????????
• ?? ?????? - ??"? ????????? ?????? ?????????
  ?????????, ???? ???? ??????? ?? ?????? ????
  ??????? ????? ????? ????? ??????
• ???? ?????? ??????
• ??? ????? (??? ???? ???, ??? ???????? ?? ?-Supply
  Chain ???????????)
• ??? ?????? ?????
• ????? ???????? ????? ?????? ????? ?????? ????
  ?????? ???? ?????? ????? ??????
• ????? ????????? ????? ?????? ????? ??????
  ??????, ??? ????? ???????? ?? ????? ??????
  ??????? ???????? ?????????? ?? ?????? (???? ??
  ????? ???? ????, ???? ????? ????? ????? ?????)

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• ??? ?... ???? ?????
• ???? ????? BMC/Remedy
• ?????
• ???? ilans_at_matrix.co.il
• ???? [phone]

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???? !

• ?... ??????? ????? ??? !!

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