Improve Incident and Problem Management

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

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: 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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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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