8.3.1.3. Problem Management Process for Performance Management
As shown in Figure 19, the primary goal of problem mamangement is to identify the root cause of a problem. After the root cause is identified, develop and implement an action plan to avoid the problem in the future.
The preferred method is to fix the root cause so that the problemnever comes up again.
If the problem cannot be eliminated, workflows and runbook entries need to be defined so that the problem can be quickly resolved if it occurs again. KPIs and Super Metrics can be defined to help identify an issue before it becomes a problem.
Figure 19. High-Level Problem Management Process for Performance