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This documentation supports the 19.11 version of Remedy Service Desk, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Process flow and the lifecycle of a problem investigation

Problem Management focuses on determining the root cause of a problem, and on using the Remedy Change Management processes to correct the root cause.The information in this section describes how a problem investigation moves through its lifecycle, from creation to closure. 

Problem management basic process flow 

Watch the following video (8:25) to learn about the basic flow of the problem management process.

Disclaimer

Although the concepts and procedures presented in this video are correct, the user interfaces shown are not current.


 https://youtu.be/RvLTHtL3A4U

Process flow status bar

The Process Flow Status area displays the process flow of the problem investigation within the Problem Investigation form. A diagram shows the stages of a problem investigation in blue. The current stage of the investigation is highlighted in green. The status of the investigation is indicated both by color and text. Process Flow Status area on the Problem Investigation form

Process flow status bar

The following figure provides an overview of the problem investigation lifecycle. The Problem Management process consists of the following procedures:

  1. Problem coordinators review incident requests to identify problems within the services they are responsible for.
  2. Root Cause Analysis is conducted by specialists when they analyze a problem.
  3. Analysis Review is followed by problem coordinators when they review the results of a root cause analysis performed by a specialist.
  4. Problem coordinators close out problems.


Problem investigation lifecycle

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