HP Service Manager Documentation: Problem Management
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Problem Management
Problem Management process overview
Input and output for Problem Management
Key performance indicators for Problem Management
ITIL V3 key performance indicators for Problem Management
CobiT 4.1 key performance indicators for Problem Management
RACI matrix for Problem Management
Problem Management workflows
Problem detection, logging, and categorization
Problem detection, logging, and categorization process
Find problem candidates
Review incidents
Create a new problem from an incident
Create a new problem not based on an incident
Search for an incident
Associate a problem with an existing incident
Update a problem
Problem prioritization and planning
Problem prioritization and planning process
Evaluate a problem
Schedule a problem
Close a problem that will not be fixed
Defer a problem
Review deferred problems
Problem investigation and diagnosis
Problem investigation and diagnosis process
Assign a Problem Management task
Associate a problem with an existing known error
Close a problem task
Document the root cause
Document the workaround
Investigate and diagnose a Problem Management task
Open a known error
Search for a known error
Test the workaround
Problem resolution
Known Error logging and categorization
Known Error logging and categorization process
Open a known error
Document the workaround
Associate a known error to a change
Known Error investigation
Known Error investigation process
Assign a known error task
Close a known error task
Investigate and diagnose a known error task
Test the known error solution
Update a known error
Update a problem
Known Error solution acceptance
Known Error solution acceptance process
Assign a known error record to schedule a fix
Defer a known error and the related problem
Open a change request from a known error record
Open a service request for a known error record
Known Error resolution
Known Error resolution process
Assign a known error task
Close a known error
Close a known error task
Defer a problem
Update a problem
Problem closure and review
Problem closure and review process
Reopen a known error
Close a problem
Problem and Known Error monitoring
Problem and Known Error monitoring process
Close a known error
Close a problem
Reassign a problem for additional support
Review deferred problems
Schedule a problem
Search for a known error
Search for a problem
Set a reminder
Update a problem
View records related to a problem
Implementing Problem Management
Proactive and reactive Problem Management
Incident Management relationship
Change Management relationship
Priority, impact, and urgency
Phase order
Problem Control phases
Error Control phases
Problem Management administration
Problem Management administrative tasks
Access Problem Management administration
Using mass update with record lists in Problem Management
Update multiple problem, task, or known error records
Alerts
Create an alert definition record
View an alert definition record
Problem Management Environment record
Configure the Problem Management environment
Problem Management categories
Add a Problem Management category
Edit a Problem Management category
Disable a Problem Management category
Delete a Problem Management category
The default Problem Management category
Change the default Problem Management category
Phase order
Problem Control phases
Add a problem Control phase
Edit a Problem Control phase
Delete a Problem Control phase
Error Control phases
Add an Error Control phase
Edit an Error Control phase
Delete an Error Control phase
Status progression
Views and favorites
Add a view or favorite
Edit a view or favorite
Delete a view or favorite
Problem Management views
Problem Management users
Add an operator record with the User Quick Add Utility
Update an operator record
Problem Management profiles
Using Problem Management profiles
Adding or editing Problem Management profile records
Add a Problem Management profile
Update a Problem Management profile record
Problem Management assignment groups
Define Problem Management assignment groups
Problem Management Macro List editor
Access a macro record
Problem Management tables
Problem Management link records
Problem Management and Service Level Agreements
Overview: Problem Control
Problem Control activities
Tracking and monitoring problems
Phase 1: Problem identification and classification
Creating a problem
Identify the problem
Categorize the problem
Classify the problem
Problem record information
Searching for a Configuration Item
Create a new problem from an incident
Update a Problem Management profile record
Associating incidents and changes with problems
Associate a problem with an existing incident
Associate a problem with an existing problem
Create a new problem from a problem record
View records related to a problem
Advancing a problem to the next phase
Phase 2: Problem investigation and diagnosis
Documenting the root cause
Document the root cause
Problem Management tasks
Open a Problem Management task
Problems with multiple Configuration Items
Problem resolution and closure
Update a problem
Overview: Error Control
Error Control activities
Tracking and monitoring errors
Phase 1: Error assessment
Known errors
Error identification
Change requests
Phase 2: Close known error record
Error resolution
Verify the Request for Change
Interoperability
When does a known error close?
Using Problem Management
Problem Management workflow tab
Reopen a problem
Set a reminder
Problem Management Options menu
Problem Management searches
Search for a problem
Search for a known error
Search for a Problem Management task
Printing record lists and detail records in Problem Management
Due dates
Posting to the central Knowledge Base
Searching the central Knowledge Base
Access the knowledgebase
Search the central Knowledge Base
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