Incident management is difficult to plan, but problem management is inherently schedulable. Take advantage of this trait by building an effective problem management standard operating procedure (SOP).

This template will help you gather the required problem management data, including the necessary contacts at all levels, incident matching procedures, and a problem management workflow more generally. Use this template as part of the full blueprint, Incident and Problem Management.

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Incident and Problem Management

Don’t let persistent problems govern your department.

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Develop Infrastructure & Operations Policies and Procedures

Document what you need to document and forget the rest.

Solution Set Steps

  1. Make the case for problem management
  2. Assess current state and determine goal state
  3. Enhance the service desk and incident management processes
  4. Set the foundation for problem management
    • Problem Management SOP
  5. Develop the problem management process
  6. Manage successful problem resolutions
  7. Implement a problem management process and measure its performance


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