‍

As service disruptions rise in organizations, leading to potential loss of availability or performance of services, the responsibility of detecting, reporting, analyzing, tracking, and correcting these disruptions falls to the Problem Management team. This document outlines the Problem Management Process designed to enhance our team's daily activities. The process aims to streamline communication, centralize documentation, integrate tasks into existing workflows, improve client involvement, and ensure continuous improvement.

The Problem Management process is both a reactive process initiated at the conclusion of a Major Incident and a proactive process executed after analysis of the environment. The ultimate goal is to prevent problems and the resulting incidents from occurring. For incidents that cannot be avoided, the process is designed to minimize the impact. The process manages the lifecycle of problems to ensure it is being executed as expected.

‍

2. Objectives

  • Efficient Problem Resolution: Identify and resolve underlying issues promptly to prevent recurrence.
  • Centralized Documentation: Utilize SharePoint for storing all analyses and work documents.
  • Streamlined Communication: Establish a functional team email to improve internal and external communications.
  • Workflow Integration: Seamlessly incorporate Problem Management tasks into the existing process workflow.
  • Enhanced Client Engagement: Involve the team in client calls to better understand customer requirements.
  • Knowledge Management: Create and maintain a knowledge base of known issues and solutions.
  • Process Standardization: Develop standardized procedures aligned with industry best practices.
  • Metrics and Reporting: Establish KPIs to measure success and report progress to stakeholders.
  • SLA Compliance: Ensure Service Level Agreements are achieved and problem life cycles are minimized.
  • Reduce Service Disruptions: Minimize the number and impact of service disruptions.
  • Minimize Problem Life Cycles: Reduce the time from problem identification to resolution.
  • Continuous Improvement: Regularly review and improve the Problem Management process.

‍

3. Process Overview

The Problem Management Process consists of the following key steps:

  1. Initial Assessment
  2. Problem Identification
  3. Problem Logging
  4. Problem Categorization and Prioritization
  5. Problem Investigation and Diagnosis
  6. Root Cause Analysis (RCA)
  7. Workaround Development (if necessary)
  8. Problem Resolution
  9. Problem Closure
  10. Proactive Problem Management

‍

4. Process Details

4.1 Initial Assessment

  • Action: Conduct a comprehensive review of the current backlog.
  • Categorize and prioritize tickets based on impact and urgency.
  • Purpose: Understand the volume and nature of existing issues.
  • Responsibility: Problem Management Team.

4.2 SharePoint Link Creation

  • Action: Create a dedicated SharePoint site for the team.
  • Purpose: Centralize all work documents, analyses, and related information.
  • Responsibility: Team Lead to coordinate with IT for setup.

4.3 Functional Email for the Team

  • Action: Establish a functional email address (e.g., problemmanagement@company.com).
  • Purpose: Serve as the primary contact point for the team.
  • Responsibility: IT Department to set up; Team members to monitor.

4.4 Integration into Existing Process Workflow

  • Action: Incorporate Problem Management tasks into the current workflow.
  • Responsibility: All teams to adhere to the integrated workflow.

4.5 Root Cause Analysis (RCA)

  • Action: Implement RCA methodologies such as Fishbone Diagram and 5 Whys.
  • Responsibility: Problem Analysts and relevant stakeholders.

4.6 Knowledge Management

  • Action: Create a knowledge base of known issues and solutions.
  • Responsibility: Problem Management Team to document and update regularly.

4.7 Process Standardization

  • Action: Develop and enforce standardized procedures for the Problem Management process.
  • Responsibility: Team Lead and Process Improvement Specialists.

4.8 Communication and Collaboration

  • Action: Maintain open communication with relevant teams regarding Problem Management progress.
  • Responsibility: All team members.

4.9 Metrics and Reporting

  • Action: Establish KPIs to measure success (e.g., backlog reduction, resolution time).
  • Responsibility: Team Lead and Reporting Analyst.

4.10 SLA Compliance

  • Action: Ensure all Problem Management activities meet established SLAs.
  • Responsibility: Problem Management Team and Team Lead.

4.11 Continuous Improvement

  • Action: Conduct regular reviews of the Problem Management process.
  • Responsibility: Team Lead and all team members.

‍

5. Roles and Responsibilities

5.1 Problem Manager/Coordinator

Responsibilities:

  • Own and administer the Problem Management processes and documentation.
  • Ensure all meetings are attended, and actions are taken in a timely manner.
  • Review problems regularly and provide status updates via Problem Management meetings.
  • Develop and enforce standardized procedures aligned with best practices.
  • Ensure process compliance and act as the liaison between Problem Management and the business.

5.2 Problem Analysts

Responsibilities:

  • Investigate and diagnose problems.
  • Conduct Root Cause Analysis sessions.
  • Document findings in the knowledge base.
  • Update information in problem records as required.
  • Collaborate with other teams and stakeholders.

5.3 IT Department

Responsibilities:

  • Set up and maintain the SharePoint site and functional email.
  • Assist in migrating tickets to a unified management system.

5.4 Project Manager

Responsibilities:

  • Facilitate client meetings.
  • Ensure workflow integration.
  • Report progress to stakeholders.

5.5 Service Desk

Responsibilities:

  • Communicate with users for confirmation of issue resolution.
  • Update ticket statuses accordingly.

5.6 Reporting Analyst

Responsibilities:

  • Monitor KPIs.
  • Generate regular reports for stakeholders.

‍

6. Communication Plan

  • Use the functional team email for all official communications.
  • Schedule regular meetings to discuss ongoing issues and resolutions.
  • Update stakeholders through the SharePoint site and email notifications.
  • Participate in client calls to stay informed of their needs and feedback.

‍

7. Documentation and Reporting

  • Log all problems and resolutions on SharePoint.
  • Maintain a knowledge base for future reference.
  • Document incident patterns and trends in the AMS.
  • Ensure proper documentation of all relevant information in the ticketing system.
  • Use standard templates to standardize measurement criteria.

‍

The Problem Management process plays a crucial role in minimizing service disruptions, ensuring timely issue resolution, and proactively preventing future incidents. By integrating a structured approach to identifying, analyzing, and resolving problems, organizations can significantly enhance their service quality and operational efficiency.

This process not only focuses on rectifying existing issues but also prioritizes continuous improvement by fostering collaboration, refining workflows, and implementing industry best practices. The regular review of performance metrics, compliance with SLAs, and thorough root cause analysis ensures that recurring issues are minimized, and client satisfaction is maintained.

By following the guidelines and recommendations in this document, the Problem Management team can streamline operations, improve communication, and deliver consistent, high-quality service that supports the organization’s long-term success. Continuous monitoring and proactive management will enable the team to adapt to changing needs, mitigate risks, and contribute to an environment of sustainable growth and operational resilience.

‍