Problem Management Best Practices

This KB outlines some basic guidelines for Problem Management best practices.

Scope

  • Situation Manager, technologist, and other roles and responsibilities are clearly understood and delegated for each service.
  • Problem Response plan is documented and reviewed at regular intervals.
Problem Management Roles & Responsibilities

Timing

  • Responds to first report of Problem/Outage quickly
  • Provides updates at regular intervals (2 hours recommended interval)
  • Initiates Problem Response procedure quickly
Problem Response Procedure

Accuracy

  • Provides all relevant information to SNCC, stakeholders, and management
    • Outage details
    • User impact
    • Workarounds (if they exist)
    • Expected update interval and/or time to resolution
  • Problem record is completed and updated upon resolution

Communication

  • Understands stakeholders and how to communicate to end users and customers
  • Provides complete information in a timely manner for Outage posting/updates
  • Communicates to management efficiently and effectively

Other references:

DoIT Operational Framework - Section 7.0 - Problem Management
Problem Management Diagram- OF Section 7


Keywords:
problem management best practices operational framework 
Doc ID:
116467
Owned by:
Ramsay B. in ITSM
Created:
2022-02-03
Updated:
2022-02-03
Sites:
DoIT IT Service Management, DoIT Staff