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  
Problem Management post implementation review
Problem Management reports User satisfaction analysis and surveys Measurements

Problem Management reports
The aim of reports is to summarise what you already know, and in technical support to reduce the 'technical element' of the information. They are also useful to summarise in non- technical language to show where improvements could be made. Often the improvements require expenditure, so having reports to back up your suggestions can prove invaluable.

Problem Management reports should identify where isolating problems from incidents has provided benefit.
  • Show the average time spent on problems per week.
  • Show how many problems are solved per week.
  • Show how many problems are deemed not cost effective to resolve.
  • Once implementation is complete; compare the incident levels to the previous weeks to see if problem solving reduces incidents.
  • Show the number of identified known errors and their associated workarounds produced from Problem Management.
  • Over time see if Problem Management reduces the Incident Management 'Top 10'
  • Finally, if you implement Problem Management with Incident Management, show the number of incidents and problems each week. Over time it will become easier to identify the difference, so persevere with the reports.
User satisfaction analysis and surveys
Satisfaction surveys are an excellent method of monitoring user perception and expectation and can be used a powerful marketing tool.
However several key points should be addressed to ensure success:
  • Decide on the scope of the survey.
  • Decide on the target audience.
  • Clearly define the questions.
  • Make the survey easy to complete.
  • Conduct the survey regularly.
  • Make sure that the users understand the benefits.
  • Publish the results.
  • Follow through on survey results.
  • Translate survey results into actions.
Measurements
  • Do not set targets that cannot be measured.
  • Ensure that users are aware of what you are doing, and why.
  • Establish a baseline before discussing formal  service-level agreements (SLAs) with users.
  • Maintain measurements of what is necessary and viable for instance if your staff think that they need feedback on response times - then measure it!
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