Closing a Problem
Problem Manager Training Exercise 10

Closing a Problem

You received an automatically generated email to inform you that Grace Weller caused problem #210 to be set to “Solved”. This problem was proactively identified by the capacity manager (Frank Watson) of the Time Off Request service. Frank noticed that the service requires more and more processing power and is often at 100% CPU utilization.

Capacity managers register problems proactively to avoid incidents caused by capacity shortages. During the analysis of such problems, the goal is to find the most practical structural solution for the impending capacity shortage. The solution can be to simply add more capacity, but it could also be possible to, for example, archive data to reduce storage utilization.

Open problem #210 and review its details. When you open the related change workflow you will see that it was implemented successfully, which caused the problem to be set to “Solved”. A problem manager does not need to do anything else to close out a problem. The problem can be reopened if it turns out that the change implementation did not actually solve the problem.