When multiple incidents stem from the same issue, it’s a clear signal that we need to take action using a robust, step-by-step Problem Management process.
The latest ITIL framework defines a problem as “the underlying cause or potential cause of one or more incidents.” It also states that the primary goal of Problem Management is to minimize the likelihood and impact of incidents by identifying actual and potential causes and by managing workarounds and known errors such as software releases and changes to updates/patches, vendor products, user mistakes, or system failures.
But in order to handle this practice effectively, it is necessary to craft a solid process that allows you not only to resolve issues accordingly but also to detect potential issues before they arise.
In this article, we’ll explore what Problem Management implies and why you need to implement a structured guideline to handle incidents. We’ll also detail the necessary steps to build an ITIL process for handling problems and the best practices to implement a proactive support approach to prevent incidents before they start.
Ready to enhance your organization’s Problem Management? Let’s get into it!
Table of contents
What does Problem Management entail?
Problem Management involves identifying and resolving the underlying causes of recurring incidents. It follows a structured process that goes from the identification of a problem and progresses through analysis, also called problem control, to resolution.
There are three ways to categorize and resolve a problem once detected:
- The preferred approach is to resolve issues through error control, which involves fixing known errors using the corporate Change Management practice.
- When a problem cannot be resolved but a workaround is found, it is categorized as “a known error with a workaround.”
- The third scenario occurs when a problem is identified, but no fix or workaround is available. This situation is recorded as a “known problem.”
Known errors and known problems must be logged in a Known Error Database (KEDB) and made available to all support teams, as Problem Management relies on skilled individuals who can effectively use techniques to identify the root causes of problems.
It is not a standalone capability but should integrate with other IT Service Management (ITSM) capabilities, such as Incident Management and Change Management. This set of practices must be reassessed to ensure continuous improvement.
Problem Management vs. Incident Management
It is essential to remember the differences between Problem Management and Incident Management, as they can cause confusion.
An incident is described in ITIL 4 as “an unexpected interruption to a service or a decrease in its quality.” Therefore, Incident Management focuses on restoring regular service operations quickly after an incident occurs, aiming to minimize its impact on the organization and restore service to users. It is typically reactive and service-oriented.
Problem Management, on the other hand, addresses the root causes of those incidents in order to prevent and improve its resolution in the future, adopting a more proactive approach.
Why do you need a Problem Management process?
The IT department in an organization often deals with a stream of tasks, complaints, incidents, and problems that require attention. Without a structured process in place, these issues can pile up, resulting in a significant waste of time and resources on easily fixable problems.
So, establishing a Problem Management process is crucial for several reasons. Firstly, it helps identify and address the root causes of recurring incidents, which can significantly reduce downtime and minimize the impact on the business in the long run.
By proactively managing problems, organizations can prevent future incidents from occurring, leading to improved service reliability and customer satisfaction.
It also plays a pivotal role in identifying trends and patterns in incidents, which can be used to improve overall IT service quality and efficiency.
As Brian Skramstad said at Ticket Volume podcast: “Problem Management is not about solving issues with just a band-aid. We need to look for patterns and values in data so these problems don’t happen again.”
Benefits of having an IT Problem Management process
If you are still not convinced, here are some of the advantages of implementing an IT Problem Management process in your organization:
- Reduced downtime – By proactively addressing underlying issues, organizations can minimize the impact of incidents and reduce downtime. It can also help reduce future interruptions by preventing incidents beforehand.
- Improved service quality – Problem Management helps in identifying and addressing recurring issues, leading to improved service quality and productivity.
- Cost savings – By preventing incidents and improving service quality, organizations can reduce the costs associated with downtime and incident resolution.
- Continuous improvement – An efficient Problem Management process provides a mechanism for learning from incidents and improving IT services over time.
- Enhanced customer satisfaction – Approaching Problem Management from a holistic perspective improves customer satisfaction. A well-defined process is vital to ensure customer success.
Challenges of implementing a problem process flow
Of course, defining and implementing a unified and comprehensive guideline is not an easy task. Although it is totally worth it, applying a Problem Management process requires time, effort, and resources.
Let’s examine the key challenges faced when implementing a Problem Management process:
– Resource allocation: Implementing Problem Management requires dedicated resources, including staff and tools, which can be a challenge for some organizations.
– Organizational resistance: Some organizations may resist implementing Problem Management due to perceived increase in workload or changes in existing processes.
– Integration with other processes: Problem Management needs to be integrated with other ITSM processes, such as Incident Management and Change Management, which may take time to achieve.
– Unifying practices: Treating incidents separately in silos can lead to a backlog of unresolved issues, resulting in problems being left unaddressed or overlooked by the appropriate teams.
To address these challenges and establish an effective ITIL-aligned Problem Management process, follow these 8 steps:
1. Problem identification: Identify problems through reported incidents or proactive monitoring of IT systems.
2. Problem logging: Track and assess known problems to ensure teams are focused on relevant issues.
3. Problem categorization and prioritization: Categorize and prioritize problems based on impact and urgency.
4. Workaround and escalation: Provide temporary solutions and escalate for permanent resolution.
5. Problem investigation and diagnosis: Identify underlying causes of problems and determine remedial actions.
6. Problem resolution: Develop and implement solutions, testing for service recovery.
7. Problem closure: Close the problem and associated incidents once resolved.
8. Problem review: Review the Problem Management process for improvement opportunities and incorporate lessons learned.
Additionally, implementing proactive Problem Management practices involves continuous monitoring, root cause analysis, knowledge management, and integration with Change Management to address potential problems arising from changes. Upon reviewing and analyzing change records, organizations can identify trends and potential problems that may arise from planned changes. This proactive approach allows for the anticipation and prevention of issues, leading to improved service reliability and customer satisfaction.
Key takeaways from implementing a proactive Problem Management process include:
– Implementing a structured Problem Management process to identify, address, and prevent underlying IT issues.
– Integrating Problem Management with other ITSM processes like Incident and Change Management for a holistic approach.
– Continuously reviewing and improving the Problem Management process to enhance its effectiveness.
– Utilizing proactive practices such as continuous monitoring, root cause analysis, and knowledge management to manage problems and prevent future incidents effectively.
Overall, Problem Management aims to enhance service reliability, reduce downtime, and improve customer satisfaction by addressing IT issues efficiently. By following the ITIL Problem Management process flow, organizations can adopt a structured approach to prevent and resolve problems effectively.
