Problem Management – Second Edition
Toolkit Roadmap:
Problem Management
– Second Edition
© The Art of Service Pty Ltd 2013
“All of the information in this document is subject to copyright. No part of this toolkit may in any form or by
any means (whether electronic or mechanical or otherwise) be copied, reproduced, transmitted or provided to
any other person without the prior written permission of The Art of Service Pty Ltd, who owns the copyright.”
© The Art of Service 2013
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Problem Management – Second Edition
Introduction
Many organizations are looking to implement Problem Management as a way
to improve the structure and quality of the business.
This document describes the contents of the Problem Management Toolkit.
The information found within the Toolkit is based on the ITIL® framework,
focusing on the Service Operation phase of the Service Lifecycle and in
particular the process of Problem Management.
The Toolkit is designed to answer a lot of the questions about Problem
Management and provides you with useful guides and user-friendly templates.
Presentations can be used to educate or be used as the basis for
management presentations or when making business cases for Problem
Management implementation.
The additional information will enable you to improve your organizations
knowledge base and provide practical, usable examples and templates for
you to use in the implementation and maintenance of Problem Management.
The toolkit serves to act as a starting point. It will give you a clear path to
travel. It is designed to be a valuable source of information and activity.
The Problem Management Toolkit:
 Flows logically.
 Is scalable.
 Provides presentations, templates, and documents.
 Saves you time.
ITIL® is a registered trademark of AXELOS Limited.
© The Art of Service 2013
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Problem Management – Second Edition
Step 1
Start by reviewing the PowerPoint presentations in the following
order:
1. Toolkit Introduction Presentation – This presentation gives an
introduction to the toolkit.
2. Problem Management Overview Presentation.
Presentation 2 will give you a good knowledge and understanding of
all the terms, activities, and concepts required within Problem
Management. It can also be used as the basis for management
presentations or when making a formal business case for Problem
Management implementation. Make sure you pay close attention to
the notes pages, as well as the slides, as references to further
documents and resources are highlighted here.
© The Art of Service 2013
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Problem Management – Second Edition
Step 2 and 3
If you did not look at the supporting documents and resources when
prompted during the PowerPoint presentation, do this now. Below is
an itemized list of the supporting documents and resources for easy
reference. You can use these documents and resources within your
own organization or as a template to help you in preparing your own
bespoke documentation.
Documents are organized in two separate folders:
1. Process Implementation
2. Problem Resolution and Known Errors
Folder 2 - Process Implementation:
1.
Problem Management Review Document
2.
Business Justification Template FOR Problem
Management
3.
Problem Management Objectives and Goals
4.
Problem Management Policies, Objectives, and Scope
5.
Reports and KPI Targets in Problem Management
6.
Communication Plan for Problem Management
7.
Implementation Plan for Problem Management
8.
Problem Management Process Flow
9.
Roles and Responsibilities
10. Problem Management – Process Manager
11. Known Error Database
12. Problem & Known Error Category Definition
13. Technology Considerations
14. Request for Change (RFC) Template
15. Improvement Management Tool - Copy
16. Example Business and IT Flyers
17. Example E-Mail Text
Folder 3 – Problem Resolution and Known Errors:
1.
Problem Ticket Template
2.
Principles of Root Cause Analysis
a) Technique - 5 Whys
b) Technique - Pareto Charts
© The Art of Service 2013
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Problem Management – Second Edition
3.
4.
c) Technique - Fishbone Diagrams
d) Technique - C&E Matrix
e) Technique - Stratified Data Chart
f) Technique - Scatter Plots
g) Technique - Hypothetical Testing
h) Technique - Regression Analysis
Known Error Ticket Template
Incident Log
© The Art of Service 2013
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Problem Management – Second Edition
Step 2 continued...
Alternatively, continue by working through the Implementation Plan and
the Problem Management Review Excel Document with the focus on
your organization. This will help you ascertain the Problem Management
maturity for your organization. You will able to identify gaps and areas of
attention and/or improvement.
The supporting documents and resources found within the toolkit will help
you fill these gaps by giving you a focused, practical and user-friendly
approach to Problem Management.
Bonus Materials
Bonus Materials consists of fact sheets, presentations, and documents
regarding related subjects, including:
1. COBIT
a. COBIT Easy Explanation Fact Sheet
2. ISO 9000
a. ISO 9000 Easy Explanation Fact Sheet
b. ISO 9000 Presentation
c. Model of a Process-based Quality Management System
3. ISO 20000
a. ISO 20000 - Introduction Presentation
b. ISO 20000 FAQs
4. ISO 27000
a. ISO 27000 Presentation
b. Mapping - Terms and Usage
5. ITIL
a. ISO IEC 20000 and ITIL Presentation
b. ITIL Easy Explanation Fact Sheet
6. Risk Management
a. Risk Management - Prince2
b. Risk Management - Project Management
7. Six Sigma
a. Simple Six Sigma Calculator
b. Six Sigma - Short Overview
c. Six Sigma Defining Requirements
d. Six Sigma Presentation
e. Starter Kit Document
© The Art of Service 2013
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