| 8 Operation of the service management system 服务管理体系的运行/8.6 Resolution and fulfilment 解决和实现/8.6.3 Problem management 问题管理 |
The organization shall analyse data and trends on incidents to identify problems. The organization shall undertake root cause analysis and determine potential actions to prevent the occurrence or recurrence of incidents. 组织应分析事件的数据和趋势，以识别问题。组织应进行根本原因的分析和确定防止事件发生或再次发生的潜在行动。 Problems shall be: 问题应： a) recorded and classified; a) 被记录和被分级； b) prioritized; b) 按照优先次序被处理； c) escalated if needed; c) 被升级处理，如果有需要； d) resolved if possible; d) 被解决，如果可能； e) closed. e) 被关闭。 Records of problems shall be updated with actions taken. Changes needed for problem resolution shall be managed according to the change management policy. 应随所采取的行动而更新问题的记录。应根据变更管理策略对问题解决的变更需求进行管理。 Where the root cause has been identified, but the problem has not been permanently resolved, the organization shall determine actions to reduce or eliminate the impact of the problem on the services. 如果根本原因已经找到，但问题尚未得到永久解决时，组织应确定减少或消除问题对服务的影响。 Known errors shall be recorded. Up-to-date information on known errors and problem resolutions shall be made available for other service management activities as appropriate. 已知错误应被记录。适宜时，应将已知错误的最新信息和问题解决提供给其他服务管理活动。 At planned intervals, the effectiveness of problem resolution shall be monitored, reviewed and reported. 应按策划的时间间隔对问题解决的有效性进行监视，评审和报告。 |
【标准理解】
（1）组织应通过数据和事件的趋势，识别出问题，找出问题的根本原因，采取行动以防止事件发生或再次发生。
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