Problem Management

Table of contents

1. Copyright Page
2. Contents
3. List of figures
4. List of tables
5. About this guide
6. Foreword
7. Preface
8. Acknowledgements
9. 1. Problem management – an ITSM process
   1. 1.1. What is IT service management?
   2. 1.2. Processes and functions
   3. 1.3. ITSM terms and definitions
   4. 1.4. What is problem management?
10. 2. Incident and problem management fundamentals
    1. 2.1. Introduction to the service resolution and restoration processes
    2. 2.2. Why incident management must be effective
    3. 2.3. The differences between incident and problem management
    4. 2.4. Common goals and objectives
    5. 2.5. A summary of similarities and differences between incident and problem management
    6. 2.6. Common process activities between incident and problem management
11. 3. Problem management activities
    1. 3.1. Detection and categorization
    2. 3.2. Investigation and diagnosis (root cause analysis)
    3. 3.3. Resolution and recovery
    4. 3.4. Closure
    5. 3.5. Major problem review
12. 4. Problem management relationships
    1. 4.1. Problem management’s relationships to other ITSM processes
    2. 4.2. Problem management’s relationship to ITSM functions
13. 5. Organizing for problem management
    1. 5.1. Roles and responsibilities
    2. 5.2. RACI matrix
    3. 5.3. Organizational models
    4. 5.4. Tips on allocating resources
14. 6. Measuring problem management
    1. 6.1. Why measure?
    2. 6.2. CSFs and KPIs
    3. 6.3. Management reporting
    4. 6.4. Process maturity assessments
15. 7. Keys to success
    1. 7.1. Common success factors
    2. 7.2. Selling problem management – developing your business case
    3. 7.3. Addressing organizational change
    4. 7.4. Final thoughts
16. Appendices
    1. Appendix A. Problem management policy template
    2. Appendix B. Sample problem management plan table of contents
    3. Appendix C. Problem management standard operating procedures template
    4. Appendix D. Examples of symptom, resolution and root cause codes
    5. Appendix E. Two-tier categorization scheme example
    6. Appendix F. Service disruption report example
    7. Appendix G. Sample project plan for process implementation
    8. Appendix H. Communication plan template