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 |
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| 1.2 | Review ticket categorization |
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| 1.3 | Prioritization schema |
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| 1.4 | Define escalation rules, document and critique workflows |
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| 1.5 | Establish SLAs |
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| 1.6 | Develop the knowledgebase |
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| 1.7 | Develop KPIs |
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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 |
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| 2.2 | Problem ticket categorization |
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| 2.3 | Role development for problem management |
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| 2.4 | Problem management KPIs |
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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 |
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| 3.2 | Quantification of risk |
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| 3.3 | Problem reporting requirements and audience |
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| 3.4 | Updating and maintain the knowledgebase |
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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 |
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| 4.2 | Data quality participants and agenda review for active regular data analysis |
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| 4.3 | Complete comprehensive visual SOP |
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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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