Problem to Change
What is a problem?
ITIL defines a problem as the underlying cause of one or more incidents. When reporting a problem there are four key details which are needed; Root cause, Impact, Symptoms and Solution. Root cause and Symptoms are key to identifying the problem in future (if reoccurring) and linking incidents to the problem. Impact is for the priority planning mainly, however its also good documentation and great for reports. Solution is for after the problem has been solved, either by a work around or a developed fix.
What is a change?
A change is a problem that need to be resolved. Even if the problem has a workaround, it can still be useful to move the problem to change, especially if a fix will be developed in the future. Changes only occur when a problem has been fully identified (root cause, symptoms and impact). Changes are the fix to a problem, this involves development to fix the problem. Problems don’t involve development directly, they are indirectly fixed through the change request (RFC - request for change).
How a problem becomes a change
Firstly, a change requires a problem. Once the analysis of the problem has been complete, the change (RFC) can be made. This is then sent to Jira and a fix is development.