IT Problem Management Webinar

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?

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

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