Introduction to NonStop Operations Management

Problem Management

Introduction to NonStop Operations Management–125507

6-6

Recovering From Problems

Despite the best planning and prevention, problems can still occur. To get your system or

application back online quickly after an unplanned outage, it is important to organize

and analyze problem information. By implementing systematic problem-solving

techniques, you will be able to pinpoint the cause of a problem and resolve the problem

in a timely and efficient manner. Systematic problem solving consists of five steps:

1. Detecting and isolating the problem

2. Gathering the facts and reporting the problem

3. Identifying the cause and developing a solution

4. Escalating the problem, if necessary

5. Reviewing the problem (focus on prevention)

Figure 6-1 illustrates the systematic problem-solving process.

Figure 6-1. Systematic Problem Solving

Escalate

Get the Facts

and Log the

Problem

Skill?

Knowledge?

Authority?

Time?

Find and

Eliminate

Cause

Problem Review–

Focus on

Prevention

Yes

Detect and

Isolate the

Problem

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