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.
Book Your Workshop
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.
Book NowModule 1: Incident ticket intake and routing
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 incident lifecycle and current challenges. |
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| 1.2 | Roles and responsibilities for service desk. |
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| 1.3 | Review ticket categorization. |
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| 1.4 | Prioritization schema. |
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| 1.5 | Drive more efficient intake. |
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Module 2: 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 | Incident management workflow. |
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| 2.2 | Critical incident management workflow. |
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| 2.3 | Define SLOs and escalation rules. |
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Module 3: Shift-left and problem management
The Purpose
- Outline a standard process for resolving problems.
Key Benefits Achieved
- Efficient and effective problem management, reducing incident recurrence and impact.
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Build KB process and KB article templates. |
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| 3.2 | Identify additional shift-left opportunities (introduction). |
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| 3.3 | Define problem management. |
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| 3.4 | Standardize problem intake. |
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| 3.5 | Standardize problem workflows. |
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Module 4: Proactive problem management and roadmap
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. |
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| 4.2 | Create a plan to communicate process changes. |
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| 4.3 | Create a project roadmap to implement improvements. |
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| 4.4 | Review workshop results. |
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