在IT中进行有效问题管理的7个步骤

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信息技术(IT)是一个广阔的领域,涵盖了与计算机技术有关的所有内容。 其中可能包括网络,硬件,软件,互联网以及从事这些工作的人员。在IT中工作的团队在那里为这些技术及其使用人员提供支持。

不幸的是,技术的承诺常常达不到现实,并且事情发生了故障。但是,当我们所依赖的东西出现故障时,它可能会令人沮丧,但这对于复杂技术而言是一样的。

但是,从事IT工作的团队不会在等待系统崩溃之前做出响应。 IT项目管理 teams are tasked with preventing 问题s from occurring—and certainly from regularly occurring.

This is called 问题 management, which has been detailed into best practices within the services management framework ITIL, or the information technology infrastructure library.

什么是问题管理?

Problem management is the methodology related to responding to IT 问题s, especially those that are recurring, to make sure that they are resolved and don’t return.

这涉及快速 发现问题和then providing a viable solution, or at least some workaround to reduce the impact on the organization and stop the 问题 from reappearing.

ITIL& Problem Management

One of the aspects of 问题 management is pinpointing the issue in the IT infrastructure that is the root cause of the 问题, which is where the ITILcomes in.

ITIL于2000年首次启动,目前是用于最佳实践的最受欢迎的IT服务管理框架。在使IT服务与业务需求保持一致时用作协议。

ITIL遵循从识别问题开始的过程,该问题已引起一个或多个事件,但当时不知道为什么。当它被识别为设计缺陷或故障时,则被定义为错误。如果找到该错误并将其作为根本原因,并且已记录了解决方法。根本原因是事件的根本原因。

问题管理的类型& Related Processes

问题管理可以分为两个不同的组。有反应性问题管理,可在问题发生时对问题做出反应。另一个是主动问题管理。这是在导致IT系统中发生事件或问题之前识别并解决问题的行为。

Problem management falls under the larger umbrella of ITILprocesses. ITILservice operation processes include 问题 management, incident management, request fulfillment, event management and access management.

事件 Management vs. Problem Management

“Incident” and “problem” might seem like similar words, but in the realm of 问题 management they have different meanings. According to ITIL, an incident refers to “an unplanned interruption to a service, or the failure of a component of a service that hasn’t yet impacted service.”

A 问题, on the other hand, is made up of more than one related incidents, or those that have common issues. Therefore, a 问题 is more severe than an incident. It requires more follow up. A 问题 is not an incident, but an incident can create a 问题 if it’s recurring.

Managing an incident means fixing it and restoring the system as fast as possible. A 问题 is resolved 通过 discovering its root cause to make sure that new incidents don’t occur.

有关: IT治理:定义,框架和计划

因此,事件管理使系统迅速恢复正常。问题管理正在努力寻找并解决导致多个事件的错误的根本原因。

问题管理团队

在问题管理中,有一些角色和职责以确保正确执行下面概述的过程。有一个问题管理者,他是问题管理过程的所有者,是所有团队成员的联络人,管理已知的错误数据库,关闭问题并协调审查。

The 问题 solving team can be an internal technical support team, or a group of external suppliers or vendors. Sometimes, if the 问题 demands special attention, the 问题 manager will 组建一个特别小组, with the expertise needed to solve the 问题, dedicated to that specific 问题 and its resolution.

问题管理流程

Now that we know what 问题 management is, how does it work as a successful process? First of all, it’s not just about 问题 solving. At the highest level, yes, 问题 management resolves 问题s. But it’s more about the entire life cycle of that 问题.

The process for 问题 management then is a structured way to manage 问题s in IT after they are first reported 通过 users or service desk technicians. The 问题 management process can be broken down into these seven steps.

1.检测

要解决问题,首先必须确定它。这可以通过几种方法完成。一个是报告了一个问题,或者是一个正在进行的分析。还有一些事件管理工具可以自动检测问题,或者您可能会收到供应商的通知。

可以将问题定义为问题报告的原因仍然不确定的时间。例如,事件可能发生并得到解决,但随后又发生。这种复发的根本原因尚不清楚。有时问题是已知问题,该问题以前已经发生,并且是现有记录的一部分。

2.记录

在最后一个示例中,当问题已被记录一次并再次发生时,该历史数据是已知的,因为已对其进行了记录。这是任何问题管理生命周期过程中的关键步骤。日志必须包含所有相关详细信息,例如问题的日期和时间,任何用户信息,设备详细信息以及说明。

Once the 问题 has been logged, then it must be categorized to better assign and monitor, as well as given a priority. This helps to determine how important the 问题 is and when it should be addressed 通过 the team.

有关: IT风险管理策略和最佳实践

3.诊断

Once the 问题 is identified and logged, then comes the search for its root cause. This can be done through investigating the known error database to find other 问题s that match the one you’re trying to diagnose and seeing if there are any recorded resolutions.

4.解决方法

如果可以通过解决方法暂时解决问题,则这可能是最好,最快的解决方案。它不是永久性更改,不应以交换来解决问题,但它可以使技术重新回到正常轨道,并减少停机时间和中断,直到可以使用永久性更改解决方案为止。请注意不要产生太多 技术债务 .

5.已知错误记录

After you’ve identified, logged and diagnosed the 问题, it’s important to collect that information in a known error record. This is where you can go back and look up 问题s when others arise in your IT and see if it’s one you’ve already handled.

This makes resolving the 问题s faster and easier, resulting in less downtime and disruption.

6.决议

When you have a resolution for the 问题, 实施它 使用标准更改程序并测试分辨率,以确保它确实有效。有时,此过程是通过请求变更文件来执行的,然后必须先批准变更文件,然后才能实施。

7.封闭

Once resolved and tested, the 问题 can be closed. The final bit of paperwork is usually completed 通过 the service desk technician, who makes sure that the details are accurate for future reference.

为什么问题管理很重要?

A successful 问题 management results in less downtime and fewer disruptions in the business. It also improves service availability and quality. Problem management helps companies to reduce the time they spend having to resolve 问题s and also the number of 问题s that occur.

This all leads to an increase in productivity and reduces costs. The final step in the 问题 management journey is that it leads to improved customer satisfaction.

Technology is changing all the time, faster and faster with each passing quarter, and 问题 management is one way to mitigate the chaos often associated with these changes. Problem management keeps services running and increases quality.

ProjectManager.com帮助问题管理

问题需要解决方案,而解决方案则来自拥有正确工具的人员。 ProjectManager.com is an online project management software that organizes projects, including when those projects are dealing with IT 问题s.

日志问题& Build Projects

When a 问题 has been identified 通过 the help desk or a user, it becomes more than just an IT 问题. It is now a project to resolve it. One way ProjectManager.comhelps is 通过 structuring its resolution in a 看板 .

通过 logging the identified 问题 in ProjectManager.comyou can now archive the work to resolve it. This now becomes a piece of historical data to reference if and when the 问题 shows up again.

Once the 问题 has been diagnosed, it can go on a kanban card and move through the kanban as it is being worked on and completed. Adding tabs can list them as bugs, so they’很容易找到。您甚至可以优先考虑它们。

 看板  for 问题 management
Log 问题s and create projects with 看板 s in ProjectManager.com

但是如果有的话’s work that can’t be done until you resolve the 问题? That’s的依赖项。它们可以链接到 甘特图视图 。只需将看板切换为甘特图。 ProjectManager.com有多个项目视图。

追踪进度

经理将要进度报告。看板是透明的,因此他们可以看到工作已完成,但有关更多详细信息 项目报告 快速而彻底。的 实时仪表板 甚至可以为管理人员提供高层次的概述。

项目仪表板,用于跟踪进度
我们的实时仪表板功能可实时显示项目进度。

Next time your IT department is struggling with resolving a 问题, give them ProjectManager.com. It has the tools IT professionals want.

ProjectManager.com是一个基于云的项目管理软件,可以用作问题管理工具。我们的软件可以将您的问题收集和分类为项目,因此可以控制问题管理过程。您可以实时跟踪问题的解决方案,分配团队成员来解决问题,并为他们提供一个更有效地协作和工作的平台。 Solve your 问题s 通过 trying ProjectManager.comfree with this 30-day trial offer.

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