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or by any means (electronic, mechanical, photocopying, recording, or otherwise) or for any purpose, without the express written permission of Synergycentric Sdn Bhd. Synergycentric may have patents, patents applications, trademarks, copyrights, or other intellectual property rights covering subect matter in this document. !xcept as expressly provided in any written license agreement Synergycentric, the furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property. 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 $ $& *nitial +raft % Synergycentric Sdn Bhd& 'ersion Page ! of ! Problem Management Release 1 1 st October 2014 Document ontrol Author )bdul ,a#- )ri.n File Name S%/ 0 "W1 2 /roblem 1anagement3v$ 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 $+ % Synergycentric Sdn Bhd& 'ersion Page ( of ! Problem Management Release 1 1 st October 2014 !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..................................................$9 % Synergycentric Sdn Bhd& 'ersion Page # of ! Problem Management Release 1 1 st October 2014 "$S! O# !AB"E N& #A$! &F F"(%R!S !N#R"!S F&%ND, "$S! O# #$%&RE :igure $; /roblem 1anagement /rocess :low................................................8 % Synergycentric Sdn Bhd& 'ersion Page ) of ! Problem Management Release 1 1 st October 2014 ., ., "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 % Synergycentric Sdn Bhd& 'ersion Page * of ! Problem Management Release 1 1 st October 2014 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 % Synergycentric Sdn Bhd& 'ersion Page + of ! Problem Management Release 1 1 st October 2014 "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: % Synergycentric Sdn Bhd& 'ersion Page , of ! Problem Management Release 1 1 st October 2014 ., "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 % Synergycentric Sdn Bhd& 'ersion Page - of ! Problem Management Release 1 1 st October 2014 +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 % Synergycentric Sdn Bhd& 'ersion Page " of ! Problem Management Release 1 1 st October 2014 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 % Synergycentric Sdn Bhd& 'ersion Page of ! Problem Management Release 1 1 st October 2014 /, /, &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. % Synergycentric Sdn Bhd& 'ersion Page ! of !