5 ORGANISING PROBLEM MANAGEMENT AS A FUNCTION

This chapter is about running problem management. It covers four related topics:

  • How to organise your problem management function in terms of team structure, for both small and large organisations.
  • The people you need in the team, who else needs to get involved and what skills and training are required.
  • How to structure and run the main process elements of root cause analysis and resolution, including effective communication throughout the process.
  • How to run an effective governance model – the PAB.

THE ORGANISATIONAL MODEL USED

Deciding how to structure the problem management function is a challenge for both small and large organisations. Some things are common, such as how to engage with SMEs, ...

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