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USMBOK™: USM550
Service Problem Management
The underlying cause of an incident is known as a ‘problem’, and a problem can result in multiple incidents. Whether or not a problem is recorded largely depends on the impact of an incident, to either the customer or the service provider organization.
Problem Management spans all computing environments, from application development through quality assurance to production, and all organizational structures. The scope of problem management is limited by policies and management mandated restrictions.
Charter Statement:
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To discover, define, justify, and eliminate problems that have a significantly detrimental impact on the quality and cost of providing service. To identify and eliminate the root cause of problems, or mitigate the probability of them occurring.
Service Problem Management Quick Links
Best PracticesKey Performance Measures
Additional information on this topic is included in the Guide to the USMBOK and supporting reference materials.
Key Objectives
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The following key objectives are just some of those commonly found within this topic's standard operating practices:
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Key Concepts
The following key concepts are just some of those commonly found within this topic's standard operating practices:
- Further information is available in the Guide to the USMBOK
Key Artifacts
The following key artifacts are just some of those commonly found within this topic's standard operating practices:
- Further information is available in the Guide to the USMBOK
Major Activities
The following major activities are representative of those commonly found within this topics's standard operating practices:
- Further information is available in the Guide to the USMBOK
More...
The USMBOK provides a significant amount of additional information on each element of the framework, including this area. The additional information includes:
Best Practices :
Best practices represents a technique or method that through experience and research has reliably led to a desirable level of operation. The USMBOK provides specific guidance on the 'best practices' required to design, implement and sustain an efficient and effective operation and offer these through a subscription based service, the
Best Practice Statement Library.
Key Performance Measures :
The efficiency and effectiveness of an operation is measured through its 'performance'. The Performance Management Framework (PMF) provides three levels or types of measures to help manage performance from the strategic, tactical and operational perspective.
The USMBOK provides specific guidance on these 'key performance measures' through a dedicated, subscription based service, the
Key Performance Measure Library.
Extensions:
An 'extension' is an approved additional relevant reference to the USMBOK and typically in the form of :
- A book or publication with an ISBN or similar reference;
- A website page or pages;
- A white paper;
- A personally penned article or report;
- A periodical article or newsletter item;
More information on the available extensions and how they may be accessed or contributions submitted can be found here:
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