Incident and Problem Management

Don’t let persistent problems govern your department.

Onsite Workshop

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.

Module 1: Incident Management

The Purpose

  • Develop a framework and process for managing incidents.

Key Benefits Achieved

  • Systematize critical incident management identification.
  • Define escalation rules.

Activities: Outputs:
1.1 Roles and responsibilities for service desk and infrastructure
  • Incident Manager role description
1.2 Review ticket categorization
  • Critical Incident Management SOP
1.3 Prioritization schema
1.4 Define escalation rules, document and critique workflows
1.5 Establish SLAs
  • Internal SLA to service desk
1.6 Develop the knowledgebase
  • Knowledgebase Article Template
1.7 Develop KPIs
  • Incident management KPIs

Module 2: Problem Identification and Categorization

The Purpose

  • Identify and categorize incoming problems.

Key Benefits Achieved

  • Systematic problem intake process.
  • Clear problem categorization.
  • Identification of problem management roles and responsibilities.

Activities: Outputs:
2.1 Problem intake criteria and incident review process
  • Problem Management SOP
2.2 Problem ticket categorization
  • Problem Ticket Template
  • Categorization and impact schema
2.3 Role development for problem management
  • Problem Manager role description
2.4 Problem management KPIs
  • Problem management KPIs

Module 3: Root Cause Analysis

The Purpose

  • Develop root cause analysis techniques and track problem status.

Key Benefits Achieved

  • Understanding of how to conduct root cause analysis.
  • Method for tracking problem status.

Activities: Outputs:
3.1 Root cause analysis exercises
  • Root cause analysis procedure
3.2 Quantification of risk
  • Problem risk assessment
3.3 Problem reporting requirements and audience
  • Problem status dashboard
3.4 Updating and maintain the knowledgebase

Module 4: Proactive Problem Management

The Purpose

  • Develop proactive problem management procedures.

Key Benefits Achieved

  • Proactive problem management SOP, which will enable the prevention of interruptions.

Activities: Outputs:
4.1 Information sources for problem identification
  • Monitoring and alert thresholds
4.2 Data quality participants and agenda review for active regular data analysis
4.3 Complete comprehensive visual SOP
  • Visual SOP

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