Establish a Rigorous Problem Management Process

Use the ITIL framework to implement both reactive and proactive problem management practices

Onsite Workshop


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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

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
  • Maturity assessment
1.2 Identify roles and responsibilities
  • Defined roles and responsibilities
1.3 Develop an incident management process to support problem management
  • Defined service desk incident logging and reporting procedures
1.4 Develop a problem management SOP
  • Problem management SOP and process

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
  • Problem management SOP
2.2 Develop a problem management SOP
  • Problem management metrics and reporting practices
2.3 Identify metrics to assess problem management performance
  • Root cause analysis templates and procedures
2.4 Develop proactive problem management practices and processes
  • Proactive problem management practices

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