Establish a Rigorous Problem Management Process
Use the ITIL framework to implement both reactive and proactive problem management practices
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
Module 1: Make the case for a formalized problem management process
- 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.
|1.1||Assess current state and identify goal state||
|1.2||Identify roles and responsibilities||
|1.3||Develop an incident management process to support problem management||
|1.4||Develop a problem management SOP||
Module 2: Implement and monitor the process
- 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.
|2.1||Develop root cause analysis processes||
|2.2||Develop a problem management SOP||
|2.3||Identify metrics to assess problem management performance||
|2.4||Develop proactive problem management practices and processes||