{"id":148380,"date":"2023-09-14T15:19:14","date_gmt":"2023-09-14T18:19:14","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/demystifying-problem-records-in-iso-20000\/"},"modified":"2025-12-11T14:09:40","modified_gmt":"2025-12-11T17:09:40","slug":"demystifying-problem-records-in-iso-20000","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/demystifying-problem-records-in-iso-20000\/","title":{"rendered":"Demystifying Problem Records in ISO 20000"},"content":{"rendered":"<p>Hey IT enthusiasts!<\/p>\n<p>Ever wondered how the big players in the IT realm manage their myriad of problems and yet deliver seamless services? Well, let&#8217;s decode one of their secret sauces: Managing Problem Records in<a href=\"https:\/\/itsmhouse.com\/service-level-management-in-iso-20000\/\"> ISO 20000<\/a> style. Buckle up, it&#8217;s going to be a techie ride!<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/demystifying-problem-records-in-iso-20000\/#Problem_Records_Keeping_Tabs_on_Actions\" >Problem Records: Keeping Tabs on Actions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/demystifying-problem-records-in-iso-20000\/#Change_Management_All_Hands_On_Deck\" >Change Management: All Hands On Deck<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/demystifying-problem-records-in-iso-20000\/#Root_Causes_Playing_Detective\" >Root Causes: Playing Detective<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/demystifying-problem-records-in-iso-20000\/#Known_Errors_The_Rogues_Gallery\" >Known Errors: The Rogue&#8217;s Gallery<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/demystifying-problem-records-in-iso-20000\/#Problem_Resolution_Monitoring_Reporting\" >Problem Resolution: Monitoring &amp; Reporting<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/demystifying-problem-records-in-iso-20000\/#Documentation_in_Problem_Management\" >Documentation in Problem Management:<\/a><\/li><\/ul><\/nav><\/div>\n<h3><span class=\"ez-toc-section\" id=\"Problem_Records_Keeping_Tabs_on_Actions\"><\/span><strong>Problem Records: Keeping Tabs on Actions<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>In the IT universe, when a problem arises, it&#8217;s not just about noting it down. It&#8217;s crucial to <strong>update the problem records<\/strong> with every action taken. Think of it as a living diary that gets richer with every entry.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Change_Management_All_Hands_On_Deck\"><\/span><strong>Change Management: All Hands On Deck<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>To resolve some pesky problems, changes might be required. And guess what? These changes need to be orchestrated per the <strong>Change Management Policy<\/strong>. It\u2019s not just about making changes but making them systematically.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Root_Causes_Playing_Detective\"><\/span><strong>Root Causes: Playing Detective<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Sometimes, our IT sleuths identify the root cause, but the villain (read: problem) isn&#8217;t permanently vanquished. What next? The organization should chalk out actions to mitigate or eradicate the problem&#8217;s impact on services. It&#8217;s like setting traps for that recurring villain.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Known_Errors_The_Rogues_Gallery\"><\/span><strong>Known Errors: The Rogue&#8217;s Gallery<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>While every hero has their archive of villains, in IT, we have <strong>known error records<\/strong>. Updated details about these miscreants (known errors) and their workaround solutions should be readily available. So, the next time that villainous error pops up, the IT squad knows just what to do!<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Problem_Resolution_Monitoring_Reporting\"><\/span><strong>Problem Resolution: Monitoring &amp; Reporting<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>After slaying the IT dragon (solving the problem), it&#8217;s not time to hang up the boots just yet. The effectiveness of the resolution must be kept under a vigilant eye, reviewed, and reported. Because, as in every good story, sometimes the dragon has a twin!<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Documentation_in_Problem_Management\"><\/span><strong>Documentation in Problem Management:<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Interestingly, it bears quite a resemblance to <strong>Incident Management<\/strong>. While cloud-based platforms are the rave for managing problems, small organizations don&#8217;t need to feel left out. There&#8217;s a handy model that dishes out all the info needed to manage an incident effectively.<\/p>\n<hr \/>\n<p>And there you have it! With <a href=\"http:\/\/iso.org\">ISO<\/a> 20000 guiding the way, managing problem records becomes less of a maze and more of a structured journey. So, the next time a tech hiccup appears on the horizon, you know the drill: record, manage, and resolve the ISO way!<\/p>\n<p>Till our next tech rendezvous, keep those servers humming and keyboards clacking! Cheers!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Hey IT enthusiasts! Ever wondered how the big players in the IT realm manage their myriad of problems and yet deliver seamless services? Well, let&#8217;s decode one of their secret sauces: Managing Problem Records in ISO 20000 style. Buckle up, it&#8217;s going to be a techie ride! Problem Records: Keeping Tabs on Actions In the [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148381,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9435,9433],"tags":[9778,9618,9451,9833,10453],"class_list":["post-148380","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-iso-20000","category-tutorials","tag-change-management","tag-iso-20000-2","tag-it-service-management-2","tag-problem-management","tag-problem-records"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Demystifying Problem Records in ISO 20000 - PMG Academy<\/title>\n<meta name=\"description\" content=\"Dive deep into the intricacies of managing problem records according to ISO 20000. 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