Problem Functional Component

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Figure 1. Problem Functional Component Model


The Problem functional component is responsible for managing the lifecycle of all Problems. The objectives are to solve severe/repeating Incidents, prevent Incidents from happening, and minimize the impact of Incidents that cannot be prevented. The cause of the Problem is not usually known at the time of the Problem data object instance creation, and the Problem functional component is responsible for investigating. It also serves as the main exit point from the Operate value stream for the feedback information to the Evaluate, Explore, and Integrate value streams in the form of Portfolio Backlog Items.

The Problem functional component supports the value streams:

Functional Criteria

The Problem functional component:

  • Shall be the system of record for all Problem records

  • Shall manage the state and lifecycle of the Problem

  • Shall receive Incident information to create a Problem from the Incident functional component when additional diagnostics and root cause need to be determined

  • Shall send Change information to the Change functional component associated to a Problem in order to implement a fix to the issue that is documented

  • Shall push Problem data requiring emergency/specific development to the Defect functional component

  • May send Problems to the Portfolio Backlog functional component to initiate corrective actions

  • May send known error (Knowledge Item) information to the Knowledge functional component

  • May push Problem data to the Diagnostics & Remediation functional component to trigger the execution of a Runbook data object (either automated or manual) to provide diagnostics information or remediation steps