For September’s Toolkit Insider Series, IT Governance Publishing will be looking at templates from the ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit. This week, we take you through the Problem Management Process template.
It’s rare that an organisation has an entire IT team dedicated to problem management. However, this ITIL process is one of the most important IT service management areas within an IT department.
The Problem Management Process allows you to tackle the root of persistent problems efficiently and effectively to provide a long-term solution.
The Problem Management Process
One purpose of the Problem Management Process is to identify the unknown, underlying root causes of incidents and propose permanent resolutions through the change management process. The other purpose is to proactively prevent incidents from occurring through trend analysis and recommend preventive action.
In this template you will be able to measure and report performance aspects of the problem management process, describe how your organisation’s interfaces work and create process objectives for your department.
The benefits of a Problem Management Process template
The main objective of problem management is to reduce the overall number of preventable incidents, which in turn will increase the quality of service provided. The other benefits of having this process template in place are to:
• Reduce incidents long term;
• Improve end-user satisfaction;
• Reduce the cost of service downtime;
• Provide a set plan to handle major problems efficiently and effectively;
• Decrease the load of ticketing through to your service desk; and
• Ensure incidents do not occur again or, if they do, minimise disruption.
Inside our Problem Management Process template
Here is an extract highlighting how process workloads and effectiveness should be monitored and measured:
Next week, we’ll explore inside the Release and Deployment Management Process.
The ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit
This the perfect investment for organisations that want an optimal route to implementing service management best practice, ITIL and ISO/IEC 20000.
20% discount on all ITIL products
In September, IT Governance Publishing is offering a 20% discount on all ITIL products, including the ITSM, ITIL® & ISO/IEC 20000 Implementation Toolkit. Enter code ‘ITIL20‘ at the checkout to receive your discount.
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