Establish a Rigorous Problem Management Process
Use the ITIL framework to implement both reactive and proactive problem management practices
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.Immature or non-existent process results in:
- Recurring incidents – fighting the same fires over and over again
- Wasted time and resources that could be better used working on projects
A rigorous Problem Management process results in:
- Significant improvements in service quality – availability and reliability of key IT systems
- Fewer service disruptions and the ability to prevent incidents before they impact service
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Module 1: Make the case for a formalized problem management process
The Purpose
- Introduction to problem management.
- Understand current problem and incident management practices.
- Identification of the necessary roles and responsibilities for the new processes.
- Identification of the service desk’s role as it relates to incident and problem management.
- Customization of a problem management Standard Operating Procedure (SOP).
Key Benefits Achieved
- Comprehensive understanding of current process maturity and performance.
- Clear roles and responsibilities.
- Standardization of service desk logging practices for incidents and problems.
- Utilization of the service desk as a data source for root cause analysis.
- Adherence to a standardized problem management SOP.
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Assess current state and identify goal state |
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| 1.2 | Identify roles and responsibilities |
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| 1.3 | Develop an incident management process to support problem management |
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| 1.4 | Develop a problem management SOP |
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Module 2: Implement and monitor the process
The Purpose
- Identification of current problem investigation procedures.
- Identification of root cause analysis processes.
- Customization of the problem management SOP for root cause analysis.
- Identification of problem management reporting metrics.
- Identification of opportunities for proactive problem management.
Key Benefits Achieved
- Faster evaluation and resolution of recurring incidents and related problems.
- Faster and more effective root cause analysis practices.
- Standardization of incident and problem management processes.
- Clearly documented problem management metrics and performance reporting.
- Reduction of future incidents with proactive problem management.
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Develop root cause analysis processes |
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| 2.2 | Develop a problem management SOP |
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| 2.3 | Identify metrics to assess problem management performance |
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| 2.4 | Develop proactive problem management practices and processes |
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