Home 
 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  
The Problem Management implementation plan
Technicians forms Sample document to users about the introduction of Problem Management
Sample document to users about the introduction of Problem Management   


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

   
Technicians forms

The technician forms are designed to aid technicians in doing their job. It is always useful to record events as they occur, so that nothing is left out as later a seemingly obscure piece of information may be the key to resolving the incident or problem.
The following can be found in the toolkit
  • Incident diagnostics sheet
  • The Problem Management process
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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