IT Service Management Foundations: Problem Management

Problem management done well can improve customer experience, the bottom line, and the products a company creates. Discover tools that can help you truly resolve technical issues.

Introduction

• The art of asking the right questions
• What you should know

1. What Is Problem Management?

• Introduction to problem management
• Roles and responsibilities
• Key metrics and success factors
• Related processes and functions

2. Phase I: Problem Identification

• Tracking and trending

3. Phase II: Problem Control

• Selecting high-value targets
• Cause analysis
• Workarounds and known errors

4. Phase III: Error Control

• Managing known errors
• Identifying permanent solutions

5. Techniques

• Clarify and verify
• Problem statements
• Data gathering
• Identifying and testing possible causes
• Decision-making
• Risk management
• Action items and tasks

6. Tools and Frameworks

• Problem clarification tools
• Prioritization tools
• Possible cause identification
• Cause mapping and avoidance tools
• Investigation frameworks

Conclusion

• Next steps