Change Management
Integration with Change Management is very important, so that Request, Event,
Incident and Problem Records can be related to RFCs that have caused
problems. This is to evaluate the success of the Change Management process –
as well as Incident and Known Error Records – and so that RFCs can be readily
raised to control the activities needed to overcome problems that have been
identified through Root-Cause Analysis or Proactive Trend Analysis.
7.5.3 Integrated CMS
It is also important to have an integrated CMS which allows Problem Records to
be linked to the components affected and the services impacted – and to any
other relevant CIs.
Configuration Management forms part of a larger SKMS which includes linkages
to many of the data repositories used in Service Operations. The process and
practices of Configuration Management and its underlying technologies
requirements are included in the Service Transition publication.
7.5.4 Known Error Database
An effective KEDB will be as essential requirement, which should allow easy
storage and retrieval of Known Error data.
Good reporting facilities are needed to ease the production of management
reports, allowing the data to be incorporated automatically without the need for
re-keying of data – and to allow drill-down capabilities for Incident and Problem
Analysis.
Note: In some cases, components or systems being investigated by Problem
Management may be provided by third-party vendors or manufacturers. To
address this, vendors’ support tools and/or KEDBs may also need to be used