10 Tips For Problem Management Success Straight From The ITIL4 Diary

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Last updated 21/07/2021

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So, what does Problem Management mean exactly?

Problem management is actually one step ahead of Incident management that performs Root Cause Analysis (RCA) to identify, track, and resolve recurring incidents permanently. Problem management restricts incidents from occurring and ultimately for no incidents. Problem management can be proactive as well as reactive. In a nutshell, Problem Management is the IT Service Management (ITSM) practice that improves administration quality by forestalling repeating issues or possibly diminishing their effect. Here are ten tips that will assist your organization in delivering viable Problem Management capacity.

Here are 10 Tips for Problem Management:

Tip #1: Look at what you already have in place

Such a significant number of individuals get worried about how to begin, however, actually, you're most likely doing a type of Problem Management as of now. Do your service desk analysts help clients to introduce a reinforcement printer on the off chance that their closest one breaks? That is a "workaround"! Do your technical support teams have notes on the most generally happening issues and how to fix them? That is the start of a "known blunder database"! Start by taking a gander at what you have set up as of now and work from that point.

Tip #2: Reduce aged incidents

For whatever length of time that we've IT necessities, there'll consistently be matured episodes or occurrences that are as yet continuous route after the Service Level Agreement (SLA) target has been passed. As an IT organization, it's very simple to be so centered around firefighting the new stuff, with the end goal that the matured tickets (that are progressively hard to fix) stay in the line. In any case, take it from us, there's nothing more humiliating than being sat in a service review meeting to be gone up against with a bunch of tickets that are months, if not years, old. In this way, set aside some effort to experience your most established tickets as a component of your Problem Management endeavors.

Tip #3: Review major incidents

One potential Problem Management brisk win is to complete the root cause analysis after each significant occurrence. Because of the effect and perceivability of significant occurrences anything that sees what turned out badly, comprehends the root cause, and distinguishes both a fix and activities to forestall a repeat must be a success.

Tip #4: Tackle “frequent flyers”

Ask the service desk about the issues they see day-in-day-out. From secret key resets (can these be directed by means of self-improvement?) to month-end execution issues, take a gander at these "long-standing customers" to check whether any of them can be tended to, moderated, or automated.

Tip #5: Keep the service desk informed

Inform the service desk when you raise issues and known mistakes with the end goal that they can relate new episodes to the right issue record. While telling the service desk to incorporate the accompanying data: 

• Problem reference
• Problem description
• The support team that’s investigating
• Any third-party reference or ticket details
• Details of any workarounds

Tip #6: Start raising problems

Start by logging issue records to follow the "recover" activities from significant episodes or to advance matured occurrences. When raising issue records to ensure you catch:

• Problem description
• Priority (preferably using the same or a similar priority matrix as your incident management process)
• The support team investigating and the details of any vendor support
• A summary of current fix efforts
• Date of next status update

Tip #7: Progress to known errors

Raise known error records to archive repeating issues and their workarounds. In the event that a perpetual goal has been recognized, work with changing the board to guarantee that the change has been raised and has the proper degree of help through the audit, endorsement, and usage stages.

Tip #8: Carry out problem reviews

Very frequently, the Problem Management is viewed as the spot that old episodes go to bite the dust. Rather, ensure you have ordinary updates from help groups so you realize every issue is being dealt with and you can investigate them in like manner.

Tip #9: Get proactive

Begin hoping to stretch out beyond the game. Formalize your audit of the previously mentioned "regular customers" and take a gander at crude information extricated from your occurrence the executives device to such an extent that you can get a genuine handle on current patterns. In case you're uncertain where to begin, take a gander at:

• Incidents by affected service
• Incidents by the support team
• Incidents by priority
• Incidents by affected user group
• Incidents by affected location

Tip #10: Stay proactive

Arrangement in your continuous improvement workforce with the end goal that you can add the proactive substance to their CSI register. Thusly, the permeability of extraordinary issues is raised, and you may likewise get extra help. 

With the goal that's our best ten tips for Problem Management. What might you add to this rundown? If it's not too much trouble let us know in the remarks. Wondering where you can learn more about problem management? Check out our ITIL courses! Maybe you can find that out.

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