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 1. Overview - What is Problem Management 
 What is Problem Management? 
 Who uses Problem Management? 
 Why use Problem Management 
 How Problem Management works 
 What does Problem Management cost? 
 2. Guide - How to implement Problem Management 
 Define what needs to be done to implement Problem ...  
 Prepare to implement Problem Management 
 The Problem Management implementation plan 
 Problem Management post implementation review 
 Roles and responsibilities in Problem Management 
 Problem Management resources 
 3. Operations Guide to Problem Management 
 How to operate Problem Management 
 When does Problem Management occur? 
 Who carries out Problem Management? 
 Problem Management resources 
 Problem Management reports 
 4. Problem Management toolkit 
 Problem Management checklist 
 Problem Management process 
 Using problem analysis tools 
 The Problem Management implementation plan 
 Sample document to users about the introduction of...  
  Incident diagnostics 
 5. Roles and responsibilities of Problem Management 
 DW1157_3 Roles and responsibilities in Problem Man...  
 Who uses Problem Management? 
 6. Review of Problem Management  
 Recap of Problem Management  
 Checklist  
Sample document to users about the introduction of Problem Management
Dear          ,
Introduction of Problem Management to our school
We have decided to introduce Problem Management as a complimentary service to Incident Management. This will enable the technical support function to isolate recurring incidents and common errors and focus on solving them to prevent recurrence.

This service should enhance the approach the technicians use for finding out why problems occur and will enable the computer systems to continue working from fixes that are found. Training will be provided for the service desk single point of contact and the technicians, everyone else should log their calls in the usual way.

You should benefit from:
    • a reduction in the number of repeat incidents
    • faults found before they affect you, with resolutions implemented out of working hours
    • an agreed approach to handling any major incidents that may occur such as a virus outbreak.

You should continue to log calls using the incident sheet.

The new service is scheduled to start xxxxxx. More details will be given nearer the start date.
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