Understanding the IBM reference architecture for problem management
The IBM problem management reference architecture focuses on the activity and artifacts required for problem management, where the root cause of any incident is identified and resolved. The incident management system triggers problem management. The activities for problem management are mainly completed in three stages: RCA, corrective action identification, and mitigation. There are different well-known processes for RCA, such as the following:
- Fishbone diagrams
- Keppner-Tregoe
- 5 whys
Fishbone diagrams
The incident is represented as the fish head, as shown in Figure 10.14. Each potential cause and method category is represented as a corresponding branch from the central arrow in a fishbone diagram. These causes are identified by asking the question Why does this happen? for each effect:
Figure 10.14 – Fishbone analysis for RCA (credit: IBM Architecture Center...
