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: 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: | |
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| 1.1 | Review the incident lifecycle and your current challenges. |
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| 1.2 | Improve how you identify, log, and categorize incidents. |
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| 1.3 | Define a ticket prioritization scheme. |
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| 1.4 | Consistent ticket prioritization scheme. |
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| 1.5 | Drive more efficient ticket intake. |
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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. |
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| 2.2 | Document your target-state Critical Incident Response Workflow. |
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| 2.3 | Define SLOs and escalation rules. |
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Module 3: Incident Management Wrap-Up, and Effective 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 | Identify knowledgebase article candidates and create templates to expedite incident response. |
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| 3.2 | Identify opportunities to improve efficiency with shift-left and automation. |
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| 3.3 | Define problem management. |
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| 3.4 | Standardize your problem intake process. |
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| 3.5 | Standardize your problem action process (investigate, root cause analysis, resolve). |
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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. |
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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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