What is Problem Management? Select all that applies

• A process to identify the root cause immediately in order to resolve the unplanned outage to IT services.

• Problem Management is to perform trending analysis to discover potential incidents and to prevent them from occur.

• Problem Management is applied during an interruption of IT services to identify the workaround to restore the IT services.

• Problem Management involves root cause analysis to determine the underlying causes of incidents.

From scale 1 to 5, how familiar are you with Problem Management?

• 1 - I need help!

• 2 - Still need some guidance for certain areas

• 3 - I'm doing all right

• 4 - Not yet expert but can be better

• 5 - I'm an Expert!

Do you apply Problem Management at work?

• Yes

• No

What is the first thing to do when you want to apply the 5 Why's root cause analysis method for an incident?

• Gather the N-level technicians involved in resolving the

  incident.

• Schedule a post mortem meeting with the N-level technicians

  involved in the incident.

• Define the problem statement.

• Obtain the chronology events of the incident from the N-level technicians involved in the incident.

Do we have to ask Why 5 times for every problem statement?

• Yes

• No

What was the problem encountered?

• CIMB Clicks mobile application encountered intermittent access issue.

• The 'Send' and Receive' buffer at ESB system were full.

• The request from CIMB Clicks to SIBS system were not processed fast enough.

• CIMB Clicks experiencing intermittent access issue.

Where was the problem found?

• The 'Send' buffer at ESB system is full.

• The Clicks website and the Clicks mobile application.

• The 'Send' and 'Receive' buffer at ESB system is full.

• The request was not processed fast enough at SIBS system.

When did the problem occur?

• Problem occurred when the 'Send' and 'Receive' buffer at ESB system were full.

• Problem occurred during BPN 2.0 and government payday.

• Problem occurred when the SIBS system did not process the request fast enough.

• Problem occurred when customers access to Clicks website and Clicks mobile application.

Do you have any questions?

In the future, what topics would you like us to cover in order to help you to improve your knowledge in Problem Management?