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Implementation plan for introducing Problem Management
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Identifier
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What
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When
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Who
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1
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Decide who will be your Problem Management technician
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2
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Decide which training the technician requires
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3
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Decide which training the service desk role will require
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4
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Arrange and implement the required training
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5
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Decide how calls will be passed to the technician from the service desk
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6
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Decide which documentation will be used
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7
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Create or download the required incident diagnostics forms
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8
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Ensure that the technician and service desk role know how to use the
forms
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9
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Decide if a knowledge base will be used
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10
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Decide on the format of the knowledge base
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11
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Decide how to populate the knowledge base from resolved problems
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12
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Ensure the Problem Management process is documented
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13
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Feedback any changes to the process identified from testing
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14
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Decide how resolutions will be written up and recorded
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15
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Decide who carries out follow up actions and how that will be done
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16
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Decide on the review process
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17
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Decide how to keep staff informed
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18
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Plan your first communication about Problem Management to the school
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19
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Decide if you need to run a pilot of the process
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20
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Carry out the pilot and pilot review
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21
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Feedback changes into the system from the pilot review
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22
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Plan the launch date of Problem Management
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23
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Check that all training has occurred and any changes implemented
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24
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Launch the process of Problem Management
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15
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Carry out the first review and feedback to all
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