Problem Management Problem Control Activities Identify classify and

Problem Management Problem Control Activities Identify, classify and solve problems Root cause identification Provide work-around to the Service Desk Error Control Review and assess Known Error identified from Root Cause Eliminate known errors using the Change management Prevent incidents - trend analysis and place preventive measures

Service Desk & Problem Management Incidents vs Problems Propose incidents Incident Matching Identify recurrences of solved problems Report and identify new work-around Identify trend

Change Management • Goal: All changes are controlled and managed with standardized procedures and minimum interruption • A change is when a state of supported hardware, network, software, application, environment, system, or associated documentation is different because of: Addition Change Move

Change Management Activities Log /Filter requests for change (RFC) Prioritize and categorize RFCs Assessing resource requirements and impact Authorize and approve RFCs by Change Advisory Board Schedule and build the change Create back-out plan and test the change Implement and review implemented changes Review the change management process

Service Desk & Change Management Receive and forward Request for Change (RFC) Provide feedback to users about the changes Ready to support and understand the impact Identify and report failed changes Report and feedback to Change management

Configuration Management Accounts for relationship between assets Owner of Configuration Management DB - CMDB Account and track for all IT assets & configuration items (CI) in the CMDB Verify configuration records against the infrastructure for accuracy A sound basis for Incident, Problem, Change and Release Management

Configuration Management Activities Plan Identify - CI Control - CI and change authorization Status Accounting - keep CI up-to-date Audit / Verification - accuracy Report of CI life cycle

Service Desk and Configuration Mgmt Use CMDB retrieve incident and problem records Report and identify inaccurate CMDB relationship Assess severity and priority with CMDB info Provide customers with CMDB changes Assist Configuration Management team with CMDB audit

Release Management • Goals: 1. Plan and oversee successful rollout 2. Design and implement efficient procedures 3. Communicate and agree to the rollout plan through Change Management 4. Ensure master copies are secured in DSL and DHS 5. Ensure CMDB is updated and changes are traceable Owner of DSL - Definitive Software Library Owner of DHS - Definitive Hardware Store

Release Management Activities: Development Policy Schedule Design /Develop Test Build Test Production Accept Plan Rollout Distribute / install Review Archive

Service Desk and Release Management Identify incidents from rollout Assist in release planning Record and report Provide feedback Ensure staff can support new releases