Problem Management
Process Control
The objective of Problem Management is that of improving the functioning of the IT infrastructure. To evaluate its effectiveness it is essential to monitor the associated process and evaluate its performance continuously.
In particular, managing problems efficiently should lead to:
- A reduction in the number of incidents and faster incident resolution.
- More effective problem resolution.
- Proactive management allowing potential problems to be identified before they appear or cause a serious degradation to the quality of service.
Preparing effective reports makes it possible to assess the performance of Problem Management and provides vitally important information to other areas of IT infrastructure.
In particular, the documentation generated should include:
- Reports on the Performance of Problem Management: these should list the number of errors resolved, the effectiveness of the proposed solutions, response times and the impact on Incident Management.
- Proactive Management Reports: specifying the actions taken to prevent new problems and the results of the analysis performed on the suitability of the IT structures for the needs of the company.
- Product and Service Quality Reports: evaluating the impact on the quality of service of the products and services contracted. These may potentially enable informed decisions to be made on changes of suppliers, etc.
Effective Problem Management also requires a clear definition of who the people in charge of each process are. However, in small organisations it may not be advisable to subdivide responsibilities too much because of the costs this entails: it would be inefficient and counterproductive to assign disproportionate human resources to the process of identifying and solving problems.
