Remedy Problem Management - LearnFlex

1 Remedy Problem Management Student Guide Version: Modified: 04/16/2019 RReemmeeddyy PPrroobblleemm MMaannaaggeemmeenntt SSttuuddeenntt GGuuiiddee Shared Health Page 1 of 24 Table of Contents Introduction .. 2 Purpose .. 2 Scope .. 2 Shared Health Problem Management .. 2 Icons .. 2 Working with Problem Investigations .. 3 Overview .. 3 Process Flow Wizard .. 4 Stages of a Problem .. 4 Identification and Classification .. 4 Review .. 7 Investigation and 10 Resolution and Recovery .. 17 Closed .. 17 Working with Known Errors .. 18 Overview .. 18 Creating a Known Error .. 19 Updating a Known Error .. 20 Relating a change Request (RFC) .. 21 Completing a Known Error .. 23 References .. 24 Shared Health Documents.

2 24 BMC Remedy Problem Management Help .. 24 Definitions .. 24 RReemmeeddyy PPrroobblleemm MMaannaaggeemmeenntt SSttuuddeenntt GGuuiiddee Shared Health Page 2 of 24 Introduction Purpose The purpose of this guide is to provide users with the necessary procedures to execute the activities and tasks within the Remedy Problem Management module. Scope The target audience for this document is second level support staff but the information may also benefit Shared Health Management and Service Desk staff. Shared Health Problem Management A Problem is defined as a cause of one or more Incidents. The cause is not usually known at the time a Problem record is created, and the Problem Management Process is responsible for further investigation.

3 Problem Management strives to improve the quality of services delivered to clients by reducing the number of preventable service disruptions and to stabilize IT services. More details on policies, principles and standards are in the Shared Health Problem Management Process Guide and the Problem Management Process Principle Guide located on SharePoint. (See References on page 24) Icons The following icons are used throughout this guide. Points to reference sources that contain more information on the topic Indicates that the information is an important business rule, principle or standard in the Problem Management process Warns of the consequences of doing or not doing a certain action Identifies a tip or a shortcut RReemmeeddyy PPrroobblleemm MMaannaaggeemmeenntt SSttuuddeenntt GGuuiiddee Shared Health Page 3 of 24 Working with Problem Investigations Overview The Problem Investigation (PBI) form is used in Remedy to investigate the root cause of one or more Incidents.

4 The findings of the investigation, the diagnosis, and the workaround (if known) are recorded in this form. RReemmeeddyy PPrroobblleemm MMaannaaggeemmeenntt SSttuuddeenntt GGuuiiddee Shared Health Page 4 of 24 Process Flow Wizard The Process Flow Status/Wizard guides you through the Problem process from start to finish. It provides a visual mechanism to track the state of a Problem . The Process Flow Status area displays the sequence of the Problem Management Lifecycle stages from the initial Identification and Classification stage to the Closed state. The current stage of the Problem is highlighted in green. To advance through the Problem , click the drop down arrows to move to the next stage or click at the bottom of the form.

5 Stages of a Problem Identification and Classification This stage initiates the Problem Management process. The purpose of this stage is to accurately record Problem details, link corresponding Incidents, and assign the ticket to the Problem Manager for review. CREATING A Problem INVESTIGATION To create a new Problem ticket: 1. Select Applications > Problem Management > New Problem . A new Problem (PBI) appears. It is in the Identification and Classification stage and the Status is Draft. Refer to Figure 1: Problem investigation lifecycle in the BMC Remedy Problem Management Help. RReemmeeddyy PPrroobblleemm MMaannaaggeemmeenntt SSttuuddeenntt GGuuiiddee Shared Health Page 5 of 24 2. Populate the following fields. Field Description Coordinator Group Select Shared Health > Process > Problem -Mgmt Problem Coordinator Select Problem Mgmt Problem Location Verify that Air Canada has automatically been entered Summary Type a brief description of the Problem Notes Type a more detailed description of the Problem Investigation Driver Select the option that best describes why the Problem ticket is being created Impact Select the value that represents the scope of severity of the Problem 1 - Extreme or extensive and widespread impact, multi site, multi user effect 2 - Significant or large impact 3 - Moderate impact; single user impacted or multiple users 4 - Minor impact, localized effect.

6 A single device or single user Urgency Select the value that represents the effect of the Problem with a patient, business function, patient care, or administrative Task 1 - Patient critical clinical service; effect on patient safety or treatment 2 - Moderate effect on a clinical service or significant effect on a business service 3 - Moderate effect on a service other than patient care 4 - An effect on completion of an administrative Task Priority Verify that Remedy has automatically calculated this value based on Impact + Urgency Categorizations (left side of screen) Operational Categorization Select the Tier 1, Tier 2, and Tier 3 options that best correspond with the Problem Product Categorization Select the Product Name that corresponds with the Problem .

7 ( Remedy will automatically fill in Tiers 1-3 and the Manufacturer.) Assigned Group Select Shared Health > Process > Problem -Mgmt Assignee Select Problem Mgmt 3. Click at the bottom of the Problem form. 4. Link related Incidents: RReemmeeddyy PPrroobblleemm MMaannaaggeemmeenntt SSttuuddeenntt GGuuiiddee Shared Health Page 6 of 24 a. In the Quick Action section, select Create Relationship to > Incident. The Incident Relationship Search window appears. b. In the Search field, type % + the Incident ID you want to find ( %1402) and click . The matching entries appear in the list. If you do not know the Incident ID, click Use Advanced Search. Enter criteria that applies to the Incident you are looking for and click.

8 C. Select the Incident ID that you want to link to. d. Click at the bottom of the form. The following message appears. e. Click . The Incident record is now on the Relationships tab. f. Repeat steps a-f to link any other related Incidents. 5. Optional: If you would like the Problem Manager to assign the ticket to you, add the request in a Work Detail. a. Select the Work Detail tab. RReemmeeddyy PPrroobblleemm MMaannaaggeemmeenntt SSttuuddeenntt GGuuiiddee Shared Health Page 7 of 24 b. Enter your request in the Notes field. c. Select Work Info Type > Working Log. d. Click . The note appears as a new entry on the Work Detail tab. 6. Select at the bottom of the form. The Problem moves to the Review stage and is in a Status of Under Review.

9 You can also select Identification and Classification > Next Stage > Review. Review In this stage, the Problem is reviewed by the Problem Manager, assigned to the appropriate support group, and then to assigned an individual. The Assignee reviews the ticket and initiates his/her investigation. ASSIGNING A Problem INVESTIGATION The Problem Manager will make the initial assignment to the appropriate support group and change the Status to Assigned. RReemmeeddyy PPrroobblleemm MMaannaaggeemmeenntt SSttuuddeenntt GGuuiiddee Shared Health Page 8 of 24 The Queue Manager for the assigned support group is responsible for assigning the ticket to an individual. To assign a Problem to a specific person: 1. Select the name from the Assignee list.

10 2. Click at the bottom of the Problem form. The Problem is still in the Review stage with a Status of Assigned. REVIEWING A Problem INVESTIGATION When a Problem Investigation is assigned to you, take note of the following information in the form. The Summary and Notes fields provide an explanation of the issue The Priority determines the target resolution date (see Appendix C in the Problem Management Process Principle Guide) RReemmeeddyy PPrroobblleemm MMaannaaggeemmeenntt SSttuuddeenntt GGuuiiddee Shared Health Page 9 of 24 The Categorizations link indicates how the Problem has been classified in terms of what type of issue it is (Operational Categorization) and the product that is involved (Product Categorization).