Incident and Problem Management

Resolve service issues faster and eliminate recurring incidents.

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Your Challenge

Informal and ad hoc processes cause:

  • Slow resolution times for incidents.
  • Prolonged service outages and disruptions.
  • High rates of recurring incidents.
  • Poor treatment of critical incidents that create lead to lost business productivity and revenue.
  • IT is perceived as having weak service support and has to focus their time and effort on maintenance.

Onsite Workshop

Our process improvement centered workshop will help you to make your service support World Class. We do this by:

  • Identifying process gaps and improvement opportunities.
  • Providing actionable instructions for redesigning the phases of each service process.
  • Providing standard operating procedure templates to guide your process documentation steps.
  • Support your ongoing process work with investigation templates and resources.
  • We recommend that you complete all the modules as you design your right-sized Incident and Problem Management processes.

Module 1: Assess Current State and Design Target State

The Purpose

  • Outline the objectives of the workshop.
  • Identify how to gain critical stakeholder support.
  • Determine current process maturity levels.
  • Outline and identify process roles and responsibilities.
  • Design your Incident Management target state process.

Key Benefits Achieved

  • Strong messages for how to convey process value to business stakeholders.
  • Defined roles and responsibilities for Incident and Problem Management.
  • Understanding of current state and identification of critical process gaps.
  • Creation of the Incident Management target state process.

Activities: Outputs:
1.1 Introduce the workshop and make the case
  • Determined workshop objectives, pain points, and benefits.
1.2 Perform a current state assessment
  • Completed process maturity results.
1.3 Identify roles and responsibilities
  • Determined Incident Management roles, Problem Management roles, and process leadership.
1.4 Design your Incident Management process
  • Considered Incident Management target state and Incident Management target state process flow.

Included Resources

Powerpoint icon 30x30 Incident Management WCO Module 1 - Assess Current State and Design Target State
Excel icon 30x30 Incident and Problem Management Maturity Assessment Tool

Module 2: Establish Incident Management Procedures

The Purpose

  • Build the procedures to support your identified Incident Management target state process.
  • Design a procedure for managing critical incidents.

Key Benefits Achieved

  • Identification of detection methods.
  • Design of your organization’s prioritization and categorization schemes.
  • Creation of your organization’s triage, classification, investigation, diagnosis, and resolution procedures.
  • Creation of a separate process flow and the protocols for managing critical incidents.

Activities: Outputs:
2.1 Develop your detection and triage procedures
  • Determined detection sources and procedures, knowledgebase action plan, and triage procedures.
2.2 Develop your classification procedures
  • Created categorization scheme, prioritization scheme, escalation procedures, and escalation workflows.
2.3 Establish investigation, diagnosis, and resolution procedures
  • Created vendor engagement procedures, diagnostic tool set list, and resolution procedures.
2.4 Manage critical incidents effectively
  • Finalized process leadership, resource engagement plan, communication plan, and post-mortem agenda and procedures.

Included Resources

Powerpoint icon 30x30 Incident Management WCO Module 2 - Establish Incident Management Procedures
Word icon 30x30 Incident Management Standard Operating Procedure

Module 3: Develop Problem Management Procedures

The Purpose

  • Design your target Problem Management process.
  • Build the procedures for managing IT problems.
  • Identify root cause analysis methods and procedures.

Key Benefits Achieved

  • Create your Problem Management target state process.
  • Create critical process procedures.
  • Identify causal and diagnostic root cause analysis methods and procedures.

Activities: Outputs:
3.1 Design your Problem Management process
  • Determined Problem Management target state and Problem Management target state process diagram.
3.2 Develop incident matching procedures
  • Considered incident matching methods and procedures.
3.3 Identify causal root cause analysis procedures
  • Identified root cause techniques, completed Causal RCA Template, and determined investigation procedures.
3.4 Identify diagnostic root cause analysis procedures
  • Completed diagnostic toolset list, Diagnostic RCA template, and investigation procedures.

Included Resources

Powerpoint icon 30x30 Incident Management WCO Module 3 - Develop Problem Management Procedures
Word icon 30x30 Problem Management Standard Operating Procedure
Word icon 30x30 Problem Management Causal RCA Template
Word icon 30x30 Problem Management Diagnostic RCA Template

Module 4: Problem Resolution and Proactive Problem Management

The Purpose

  • Learn how to build checks into the Problem Management process via root cause validation.
  • Identify how to manage the outcomes from root cause analysis.
  • Determine the organization’s proactive Problem Management capabilities.
  • Identify Incident and Problem process KPIs.
  • Build a joint process roadmap and action plan.

Key Benefits Achieved

  • Identify root cause validation methods.
  • Create resolution workflows.
  • Build proactive Problem Management and Event Management plans.
  • Identify process KPIs and the process reporting schedule.
  • Create a project action plan and process roadmaps.

Activities: Outputs:
4.1 Develop root cause validation procedures.
  • Root cause validation methods
4.2 Develop problem resolution procedures.
  • Problem resolution workflows, post-mortem agenda, and post-mortem meeting schedule
4.3 Leverage proactive Problem Management.
  • Proactive Problem Management procedures
4.4 Develop an action plan
  • KPIs, action plan, and process roadmaps

Included Resources

Powerpoint icon 30x30 Incident Management WCO Module 4 - Problem Resolution and Proactive Problem Management
Word icon 30x30 Problem Management Proactive RCA Template
Excel icon 30x30 Incident and Problem Management Metrics Tool
Word icon 30x30 Problem Management Stakeholder Buy-in Template

Workshop Icon Book Your Workshop

Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.

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Search Code: 75011
Published: June 3, 2014
Last Revised: June 3, 2014

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