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Transition Division
Operations Division
Improvement Division


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Support Manager
Incident Manager
Request Fulfilment Manager
Access Manager
Problem Manager
Operations Manager
Facilities Manager


Operations Division

ITIL : 4.5 Problem Manager

4.5 Problem Manager:
  02 Web Option...  
  03 Session Cookie...  
  04 Architecture Policy...  
  05 Honeypot Websites...  
  07 Authentication Principle...  
  10 Motor Data Structure...  
  15 Automated Pass Phrase...  
  16 The Information Engineering Service...  
  17 Field Security...  
  18 Manage URL...  
  19 Watermarked Data...  
  24 Publication Site...  

Operations:
SIEM tends to integrate the roles of Event Manager, Incident Manager and Problem Manager into the role of Operations Manager.
As an event escolates into an incident and an incident into a problem, SIEM records the issue and all step taken to resolve the issue.
Post-incident analysis is then practical to discover better and more effective ways of resolving similar incidents in the future.

Source Code:
Open source standards are implemented where proven high quality source code is clean compiled and used with every server.   The role of proprietary executable software from Microsoft, Oracle and IBM that may contain vulnerabilities and backdoors is not acceptable and not fit-for purpose.   For many years, IBM system software was used because it was expected that Microsoft system software had backdoor facilities that could be exploited by criminals and state sponsored agencies.   Early versions of Microsoft Server was considered to be free of backdoors but was found to be full of vulnerabilities - many hundreds of vulnerabilities are still discovered every year.   While high quality system software such as IBM DB2 are still employed, the move towards open source that can be inspected and clean compiled is the strategic policy for all future system software.

Other Software:
Software that is distributed as an executable is not permitted on any server.   This means that Microsoft Office, Adobe Reader and Norton antivirus cannot be trusted and must never be used.
To be safe and secure, the minimum number of services that must be enabled are enabled while all other services and ports are disabled.   By causing each server to do one thing very well and nothing else, then security can be achieved and maintained.
It is suggested that 99% of the top 1000 corporations in the world have vulnerabilities and daily data leaks.   Certain countries can devote hundreds of thousands of IT experts to cracking encryption codes and executable software vulnerabilities.   It takes just one computer to host a trojan for the entire corporation to be leaking data on a daily basis.

  
Problem Manager:
Things that happen in a data center have a natural evolution from minor event to incident and then to a problem.
Our Problem Manager is responsible to eliminate the problem by any means; to circumvent the problem, to issolate the problem and then to back-out whatever it takes to eliminate the problem.
Problems tend to be an integration of software defect causing data corruption - more than one thing needs to be corrected.

Management:
Problem management is about reacting to issues in real-time - this needs knowledge of specific tasks that may be picked as needed.
Ebooks include a set of popup advice and guidance pages that document how to do certain tasks.
How to pages are designed as popup pages.

Problem Recording:
1. Unique ID of the Problem (usually allocated automatically by the system)
2. Date and time of detection
3. Problem owner
4. Description of symptoms
5. Affected users/ business areas
6. Affected service(s)
7. Prioritization, a function of the following components:
. 1. Urgency (available time until the resolution of the Problem), e.g.
.. 1. Up to 5 working days
.. 2. Up to 2 weeks
.. 3. Up to 4 weeks
. 2. Degree of severity (damage caused to the business), e.g.
.. 1. High (interruption to critical business processes)
.. 2. Normal (interruption to the work of individual employees)
.. 3. Low (hindrance to the work of individual employees, continuation of work possible by means of a circumventive solution)
. 3. Priority (for example in stages 1, 2 and 3): The result from the combination of urgency and the degree of severity
8. Relationships to CIs
9. Product category, usually selected from a category-tree according to the following example:
. 1. Client PC
.. 1 .Standard configuration 1
.. 2. ...
. 2. Printer
.. 1. Manufacturer 1
.. 2. ...
10. Problem category, usually selected from a category-tree according to the following example:
. 1. Hardware error
. 2. Software error
. 3. ...
11. Links to related Problem Records (if there are other outstanding Problems related to this one)
12. Links to related Incident Records (if outstanding Incidents exist, whose solution depends on the solution of this Problem)
13. Problem status and activity log
14. Resolution and closure data
. 1. Resolution time and date
. 2. Closure time and date
. 3. Closure categories (if required, revised product and Problem categorizations)