Problem Management

Problem management is the process of identifying the root cause of incidents to improve the reliability, availability, and stability of the customer’s environment. Problem management may determine the root cause of one or more incidents.

What is Root Cause Analysis?

Root cause analysis (RCA) is identifying the underlying cause of an incident or number of incidents in order to prevent them from occurring again. By identifying the root cause of incident(s), it improves reliability, availability, and stability of customer’s environments. In the long run this improves efficiency and saves money for Skyworth TTG’s customers versus implementing workarounds to recurring incidents, which cost time and money to resolve.

Problem Management Process Flow

The high-level Problem Management or Root Cause Analysis (RCA) process flow is:

• Skyworth TTG Support Services Team Lead, Level 1 or Level 2 staff recognize a pattern in one or more incidents
• Skyworth TTG Support Services opens a problem ticket in the ticket system and performs the root cause analysis.
• Skyworth TTG Support Services identifies, implements, and verifies the permanent fix to the root cause.
• Skyworth TTG Support Services monitor the system to confirm this is the permanent fix.
• Skyworth TTG closes the problem ticket in the ticket system upon validating the permanent fix has resolved the root cause.