Problem Management
SDG teamIT Problem
Management Process 2009
Client Services
Authors: M. Begley & R. Crompton, Client Services
Problem Management Process
SDG Problem Management Process
Goals of Problem Management
• Minimise the frequency and impact of IT problems on the business
• Initiate actions to correct each situation
• Find the root cause of Incidents
• Prevent the recurrence of Incidents
• Both reactive and proactive
Problem Management Process
SDG Problem Management Process
Difference between Incident & Problem Management
Incident Management
• Restoring service as quickly as possible
Problem Management
• Identifying Root Cause
• Preventing Re-occurrence
• Pro-active prevention of incidents
Problem Management Process
Severity 1, 2 & 3 Incidents (Major Incidents)
Raising a Problem Record
Service Improvement Plan/
Re-occurring Incident/Problem identified
by IT or Business
Previous Days Major/Significant incidents
identified through Service Desk Report (SDR)
in Daily Service Review (DSR)
Service Improvement/ Reoccurring incidents/Problem
identified by IT/Business through CSM/PSM
Duty Manager to decide if incident
warrants a Problem Record being
opened or should be progressed through
the DSR
DSR
Duty Manager assigns owner to review further
actions
CSM or PSM raises Problem on Assyst and creates
TRACS Code
Problem Record
Duty Manager raises Problem Record on
Assyst and creates TRACS Code
Duty Manager assigns as owner
(CSM or PSM)
Problem
Duty Manager to decide if incident
warrants a Problem Record being
opened or root cause is established and
accepted
Root Cause Understood
Duty Manager to close action on the DSR
Close Action on DSR minutes with Problem
Reference Number
Manage Problem through Problem
Management Process
Close Problem (once closure criteria met)
CSM or PSM assigns an owner (CSM or PSM)
CSM or PSM Manages through full Problem Management
process
Problem Closed (once Closure criteria met)
Problem Management Process
Ongoing Management of Problems
The Problem Owner (CSM or PSM) is responsible for the following:
•
Ensuring the Problem Record on Assyst is Updated.
•
The Problem record has an accurate ‘Update Due Date’.
•
All relevant Support Teams are aware of the Problem Priority.
•
The Problem is fully progressed until Closure, including when closure criteria has been met.
•
TRACS codes are created and closed as and when required.
•
Chairing meetings (including Post Incident Reviews), assigning actions and ensuring actions are
completed.
Problem Management Process
Post Incident Review
The purpose of the Post-Incident Review is to:
•
•
•
Learn from recent events in a deliberate effort to improve future performance.
Review and Evaluate strategic, tactical, and task-level operations/decisions made during any incident
Understand & Document quality improvements to be made
When should a Post Incident Review be Held?
•
Whenever Requested by any member of Shop Direct Group
Inputs (Documents):
• Timeline of Events (Incident Log)
• Any current written procedures
• Agenda
• CSM for affected area (Chair)
• Duty Manager
• Technical Services Rep
• Shift Manager
• Production Support Manager
• Service Desk Management
Mandatory Attendees:
Output:
A Report with appropriate actions, distributed to teamIT Management, should be sent out that covers:
• What we will keep doing?
• What will we stop doing?
• What will we start doing?
The actions should be managed through to completion using Problem Management
Problem Management Process
Closing Problems
A Problem should only be closed when the following has been established:
• An explanation of the cause, symptoms and impact of the problem.
• There is a tactical fix used to resume service.
• Details of a more strategic fix or change to stop this happening again.
• High level resource estimates and/or capital expenditure for the strategic fix/change.
• An idea of suitable timescales to implement.
Problem Management Process
The purpose of the Risk Register is to:
•
Risk Register
clearly identify risks and measures being taken to mitigate or reduce them
What the Risk Register is NOT there to do:
•
its not about putting risks in a register and forgetting about them; its about identifying and
managing those risks, particularly those that present the biggest challenge in management
terms
What is on the Risk Register?
•
Any risk that has been identified by SDG, including mitigation, potential impact, sign off details
and when the risk will next be reviewed
When is it updated?
•
The Risk Register is updated Monthly or whenever a new risk is identified
Where can it be found?
•
On the teamIT Intranet or contact the Client Services Team
Problem Management Process
Governance
Schedules
Daily
•
High Severity Problems are tracked in the Daily Service Review (DSR)
Weekly
•
Weekly Updates, detailing Problems that are overdue an update and Problems that
require updating in the next 7 days, are sent to the Client Services Team on Fridays
Monthly
•
The Client Services Team meet on a Monthly basis to discuss every open Problem,
detailing progress, priorities and any resource problems
•
Monthly Meetings are held between the Client Services Team Manager and Problem Lead
Client Services Manager to discuss Open & Closed Problems.
Problem Management Process
Management Information
IT
• Daily Service Review Minutes
• Monthly Problem Report presented to:
• Infrastructure Board
• IT Management
• IT Services Management
Business
•
•
Service Reviews held by Client Service Managers
Daily Operations Call