Incident and Problem Management

Resolve service issues faster and eliminate recurring incidents.

Onsite Workshop

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 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.

Right-sizing your Incident and Problem Management processes will result in:

  • Mature and comprehensive processes that drive strong service maintenance and ongoing management.
  • Standardized and consistent use of documented processes.
  • Improved quality and availability of the service portfolio.
  • Faster resolution times for incidents.
  • Reduction of recurring incidents via root cause analysis and effective fixes.
  • Proper treatment of critical incidents.

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.

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.

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.

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

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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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