Improve Incident and Problem Management

Rise above firefighter mode with structured incident management to enable effective problem management.

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Failure to systematize your incident and problem management process can result in:

  • Higher than necessary volume of incidents.
  • The same incidents over and over again.
  • Business dissatisfaction with IT.

Upfront implementation planning leads to:

  • Decreased incident volume.
  • Decreased incident severity.
  • A reduction in the frequency and duration of service interruptions.

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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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Module 1: Optimize Ticket Handling

The Purpose

  • Improve how tickets logged, categorized, and prioritized.

Key Benefits Achieved

  • Efficient ticket processing and consistent treatment of tickets based on severity.

Activities: Outputs:
1.1 Review the incident lifecycle and your current challenges.
  • Challenges summary.
1.2 Improve how you identify, log, and categorize incidents.
  • Action items to improve initial ticket processing.
1.3 Define a ticket prioritization scheme.
1.4 Consistent ticket prioritization scheme.
1.5 Drive more efficient ticket intake.
  • Streamline how users submit tickets.

Module 2: Standardize and Streamline Incident Response

The Purpose

  • Clarify incident management steps, roles, and responsibilities.

Key Benefits Achieved

  • Incident Management SOP and Workflows documented to drive consistent and effective incident response.

Activities: Outputs:
2.1 Document your target-state Incident Management Workflow.
  • Incident Management Workflow.
2.2 Document your target-state Critical Incident Response Workflow.
  • Critical Incident Response Workflow.
2.3 Define SLOs and escalation rules.
  • SLOs and escalation timelines.

Module 3: Incident Management Wrap-Up, and Effective Problem Management

The Purpose

  1. Outline a standard process for resolving problems.

Key Benefits Achieved

  • Efficient and effective problem management, reducing incident recurrence and impact.

Activities: Outputs:
3.1 Identify knowledgebase article candidates and create templates to expedite incident response.
  • Knowledgebase article candidates identified.
3.2 Identify opportunities to improve efficiency with shift-left and automation.
  • Action items to explore shift-left and automation opportunities.
3.3 Define problem management.
  • Problem management parameters defined.
3.4 Standardize your problem intake process.
  • Problem intake process documented.
3.5 Standardize your problem action process (investigate, root cause analysis, resolve).

Module 4: Problem Management Wrap-Up, and Next Steps

The Purpose

  • Plan how you will implement improvements.

Key Benefits Achieved

  • Translate ideas into action, with specific steps to implement tangible improvements in the areas of people (training), process, and technology.

Activities: Outputs:
4.1 Establish appropriate problem management governance.
  • Problem Management SOP updated.
4.2 Create a plan to communicate process changes.
  • Initiatives to communicate process improvements.
4.3 Create a project roadmap to implement improvements.
  • Project roadmap to improve incident and problem management.
4.4 Review workshop results.
  • Workshop outcomes and next steps summarized.
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