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  
Checklist
Use this checklist to identify any areas of problem management that have not been entirely successful. Then reinforce them by revisiting and re-implementing the relevant section of the FITS process.

Characteristics of a successful implementation
FITS section to revisit if the implementation has not yet been successful
Everyone understands the process for deciding when an incident becomes a problem.
Deciding if an incident is a problem
Staff understand and apply the process for dealing with major incidents.
Major incident process
There is an overall understanding that problem management is a proactive process.
When does Problem Management occur?
The production of reports about problems is helping to reduce the workload of the technical support team.
Technicians and the service desk staff understand the stages of problem management.
How to operate Problem Management
The technicians can use problem-analysis tools.
Problem-analysis tools

If the above characteristics are all true of your school, congratulations on implementing a successful problem management process! The next steps for you are to continue operating the process as described in the Problem Management operations guide and establish the process firmly. Work through this checklist at regular intervals to help you check that everyone continues to carry out all aspects of the process. Using the links above, you can then address any shortfalls as they arise.
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