Introduction to NonStop Operations Management

Problem Management
Introduction to NonStop Operations Management–125507
6-10
Step 3—Identifying the Cause and Developing and
Implementing a Solution
Step 3—Identifying the Cause and Developing and Implementing a
Solution
Using the information obtained when reporting the problem, you are in the position to
speculate about what caused the problem and to develop a solution. The following
paragraphs provide guidelines for determining the cause of a problem and developing a
solution.
Identifying the Cause
To identify the cause of a problem:
•
List the possible causes. Using your own knowledge and experience, facts about the
situation, and facts about the problem, generate a list of possible causes.
•
Identify the most likely cause. To evaluate the possible causes, compare each
possible cause with the problem symptoms. The most likely cause is the one that
best explains all the problem symptoms. Using a problem-solving worksheet such as
the one illustrated in Figure 6-3 can help you perform these comparisons by
applying a systematic approach. The Availability Guide for Problem Management
explains how to apply the systematic approach to solving a problem.
Developing a Solution
Given the cause of the problem, determine the best solution to resolve the problem and
then follow through and implement the solution. The best solution is one that considers:
•
Expense. Is this the least expensive solution?
•
Speed. Is this the quickest way to solve the problem?
•
Safety. Will this solution adversely affect other components of the system?
•
Reliability. Will this solution eliminate the problem? Will this solution cause other
problems? For example, if you start a new log on another disk because you are
running out of log space, another problem can develop if you forget to erase old log
disks.
Step 4—Escalating the Problem (If Necessary)
Some problems are simple and can be resolved by the person who reports the problem.
Other problems must be forwarded or escalated to more knowledgeable people for
resolution. People at each step in the problem-solving process must decide whether they
should proceed or get help.
Most problems can be resolved within your company; others may require Tandem
support. The following paragraphs provide guidelines for establishing in-company
problem escalation procedures and describe how Tandem can help you resolve
problems.