咨询一下关于Problem的定义？！

hidewong

原帖由 草原野猪 于 2008-8-22 13:53 发表
在ITIL 里面有定义说，problem management 里面的 problem （导致incident 发生的原因），一定会导致 CI change 的吗？

如果我们倒过来说，如果这些发现出来的 root cause，不需要 CI 的改变就可以解决，那这还是一个 problem 吗？

For what i experienced in ITIL environments; for example if there is server having a service errors, and the OVO monitoring server will keep trigged and alerted with based on the OVO pl_mon files (which is the file u can get all components monitoring threshold setting), so it will keep generate the incidents (by Jet engine) on it... basically if the same issue wich happened many times (for example 1xx times) within a month or a week, then a Problem ticket might be raised for perform RCA in order to avoid and prevent the problem happen again.

So what is the relationship of Problem management and change managment? maybe from the RCA we found that facts to fixed the problem is need to disabled the failured started services, so in this way a change ticket need to be raised (Change management, any default configurations of the server which had been built since first day for golive ,if need to disable the service, disable the network card or any related issue.). It will bring up the change ticket to get approval from change management team in order to perform any disable devices or changed setting issue.  

Conclution, the problem ticket should involved with change management in order to fixed the problem, just who is the support team or owner to performed THE RCA.

P/S: it is too flexible, and there are a lot of possibilties around. unless the specific portion of system or infrastructure is not being monitoring, else there is no way to skip the RCA process.