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Standard Operating Procedure:
Problem Management
Prepared for: Synergycentric Sdn. Bhd.
Prepared by: TWM IT Outsourcing Project Transition Team.
Date:
st
October !"#
$ersion:
Standard Operating
Procedure (SOP)
BERNAS Problem
Management
Problem Management Release 1 1
st
October 2014
Release and Revision Record
"he following information is being used to control and track modi#cations made to
the document.
Revision Date Section(
s)
Versio
n
Page
Number(
s)
Summary of Changes(s)
$
st
%ctober &'$( )ll $ $& *nitial +raft
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Document ontrol
Author )bdul ,a#- )ri.n
File Name S%/ 0 "W1 2 /roblem 1anagement3v$
Created Wednesday $
st
)ugust &'$(
ast !dited Wednesday $
st
)ugust &'$(
D"S#R"$%#"&N
$. Synergycentric Sdn. Bhd.
#RAD!'"NDS "# &%#S&%RC"N( PR&)!C# #RANS"#"&N #!A*
)bdul ,a#- )ri.n
Service )ssurance Specialist
4ee Boon 5hong
Service +elivery 1anager
PR!PAR!D $+ R!V"!'!D $+
S+N!R(+C!N#R"C SDN, $-D,
4ee Boon 5hong
Service +elivery 1anager
ACC!P#!D $+
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!AB"E O# ON!EN!
., "N#!N#"&N &F #-! S&P,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
.,. "ntention of the S&P.......................................................................6
0, Princi1les,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
0,. Princi1les.......................................................................................... 6
2, Res1onsibilities,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,/
2,. Res1onsibilities...............................................................................6
3, Re4uirements,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,5
3,. Re4uirements.................................................................................. 7
6, Procedure,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,7
6,. Procedure......................................................................................... 8
8, References,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.0
8,. References..................................................................................... $&
/, &ther S&P9 document9 la:s and rules to consider,,,,,,,,,,,,,,,,,,,,,.2
/,. &ther S&P9 document9 la:s and rules to consider..................$9
5, ;ey %sers,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.2
5,. ;ey %sers....................................................................................... $9
7, #raining < "m1lementation Plan,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,.2
7,. #raining < "m1lementation Plan..................................................$9
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"$S! O# !AB"E
N& #A$! &F F"(%R!S !N#R"!S F&%ND,
"$S! O# #$%&RE
:igure $; /roblem 1anagement /rocess :low................................................8
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., ., "ntention of the S&P "ntention of the S&P
.,."ntention of the S&P
"he intention of this S%/ is to describe /roblem 1anagement process.
0, 0, Princi1les Princi1les
0,.Princi1les
)n incident is a single occurrence of a di.culty, which is a<ecting the
normal or expected service of the user. "he usual priority when an incident
occurs must be to restore normal service as =uickly as possible, with
minimum disruption to the users.
) problem is the underlying cause of one or more incidents, the exact nature
of which has not yet been diagnosed. >estoring normal service to the users
should normally take priority over investigating and diagnosing problems.
"he goal of the /roblem 1anagement process is the ongoing service
concerned with minimi-ing the impact of problems a<ecting the availability
and services of the service delivery environment, whilst minimi-ing
expenditure of resource and maintaining the highest level of client
satisfaction. *n other words, to prevent problems and resulting incidents from
happening, to eliminate recurring incidents and to minimi-e the impact of
incidents that could not be prevented.
2, 2, Res1onsibilities Res1onsibilities
2,.Res1onsibilities
"ncident *anagement #eam
*nitiate /roblem 1anagement 0 if re=uired
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Problem *anagement #eam
>oot cause analysis of recurring, critical, escalated or correlated
(showing a pattern) incidents received via *ncident 1anagement
+evelopment a suitable solution once a root cause has been
established
>aise a change to implement the suitable solution
?pdate the knowledgebase so that it becomes a reference for Service
+esk and *ncident 1anagement teams
Change *anagement #eam
)pprove change re=uest raised
Schedule the approved change re=uest
/ost implementation review
"# &1eration #eam
/repare 5hange >e=uest :orm
+evelop :allback /lan
/rovide permanent solutions
3, 3, Re4uirements Re4uirements
3,.Re4uirements
Service +esk software, which has the capability of tracking /roblem
1anagement re=uests. *f not capable, manual forms is to be used.
@ote; 5urrently Synergycentric is using ?lysses 5>1As *ntegrated Service
1onitoring
6, 6, Procedure Procedure
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"his chapter would describe in detailed what are the processes re=uired and
how they are being used in /roblem 1anagement to manage the incidents
logged.
6,.Procedure
Figure .= Problem *anagement Process Flo:
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., "nitiate Problem *anagement
*ncident 1anager initiates the /roblem 1anagement processes by
logging in a /roblem 1anagement ticket via Service +esk.
0, Assemble #echnical Resources
/roblem 1anager upon receiving the /roblem 1anagement ticket
will determine the re=uired skills and resources to investigate the
problem
)ssemble a technical team, which consists of;
infrastructure support team
additional resources, e.g. 9
rd
party vendors

2, Root Caused Analysis
"he assembled technical team would work together to #nd the root
cause of the problem
+ocument root cause when found
)dditional resources maybe called in to determine the root cause of
the problem

3, Formulate Solution
Based on root cause identi#ed, formulate a solution
"est the identi#ed solution
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+ocument the identi#ed solution
+etermined if change is re=uired to implement the identi#ed
solution
6, Change Re4uired>
*f change is re=uired, /roblem 1anagement "eam will prepare
change re=uest form with :allback /lan and initiate 5hange
1anagement process
*f change is not re=uired, *" %peration team will provide the
permanent solution and update knowledge base with the identi#ed
solution, with reference to the problem being investigated
8, Pre1are Change Re4uest Form :ith Fallbac? Plan
/roblem 1anagement "eam will prepare the change re=uest form
and attach the :allback /lan
/roblem 1anagement "eam will develop the :allback /lan to revert
to the original state if the solution provide failed to function
/roblem 1anagement "eam will test the workable :allback /lan
prior submitting the change re=uest form to initiate change re=uest
management
/, "nitiate Change *anagement
*f the incident can be resolved, con#rm the resolution with the end
user and close the incident
*f the incident could not be resolved, escalate the incident to *"
%peration team for further troubleshooting
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5, Re1lace tem1orary :ith 1ermanent solution
?pon approval of 5hange 1anagement, *" %peration team will
provide the permanent solution to #x the problem reported in
*ncident 1anagement

7, %1date ;no:ledge $ase
Service +esk software sends an email to the end user re=uesting
the user to acknowledge the email if the incident is con#rmed
resolved and can be closed
"he con#rmation can also be obtained from the end user over the
phone by the Service +esk and update in the Service +esk software
.@, ConArm Solution
*ncident 1anagement "eam will con#rm the solution provided and
close the problem ticket associated with the problem
8, 8, References References
8,.References
"he input for the development of this document is as follow;
*" *nfrastructure 4ibrary (*"*4) references
"he output for the development of this document is as follow;
Standard %perating /rocedure, /roblem 1anagement
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/, /, &ther S&P9 document9 la:s and rules to consider &ther S&P9 document9 la:s and rules to consider
/,.&ther S&P9 document9 la:s and rules to consider
Standard %perating /rocedure, *ncident 1anagement
Standard %perating /rocedure, 5hange B >e=uest 1anagement
5, 5, ;ey %sers ;ey %sers
5,.;ey %sers
Synergycentric *ncident 1anagement "eam
Synergycentric /roblem 1anagement "eam
Synergycentric 5hange B >e=uest 1anagement "eam
7, 7, #raining < "m1lementation Plan #raining < "m1lementation Plan
7,.#raining < "m1lementation Plan
Cey users listed in 5hapter 7 needs to be briefed on the procedures.
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