information services, griffith university problem management implementation service desk project...
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Information Services, Griffith University
Problem Management Implementation
Service Desk Project Phase 2Project 2163520
Information Services, Griffith University
Problem Management Process
Problem Management is designed to identify structural weaknesses in the infrastructure as well as in operations, remove these issues, and therefore increase services availability. This process, whilst it has reactive elements, differs from the Service Desk and Incident Management in that it has a strong pro-active element. Unlike Incident Management, which focuses on restoring service as quickly as possible, Problem Management is focused in finding structural solutions and implementing them via Change Management.
The objective of Problem Management is to minimise the adverse impact of Incidents and Problems on the business that are caused by errors within the Infrastructure, and to prevent recurrence of Incidents related to these errors.
Objective
Information Services, Griffith University
Problem Management Business Rules
The INS Problem Management Manual describes all the process rules that are fundamental to the effective and efficient operation of the INS Problem Management Process.
To obtain a copy of the INS Problem Management Manual please visit the “About ITIL” section of the Service Desk Tool Support Site: https://intranet.secure.griffith.edu.au/computing/service-desk/about-itil
By following the procedures which embody the process rules Griffith University can begin to realise some of the following benefits associated with each rule:
Information Services, Griffith University
Benefits
Resolution of problem root cause prevents future related incidents from occurring and improves productivity of support teams.
Information Services, Griffith University
Benefits
Standard and consistent approach which ensures that all problems have visibility and are managed effectively and efficiently.
Increased integration between IT service areas.
Information Services, Griffith University
Benefits
Reduced service outages and improved SLA performances on system availability
Reduction in the number of incidents.
Information Services, Griffith University
Benefits
Changes implemented have higher likelihood of success following comprehensive testing and approvals.
Information Services, Griffith University
Benefits
Establishes clear accountability for actions associated with a particular problem.
Facilitates reporting by support areas.
Process Rule
Every problem must have a designated Problem Owner who is responsible for the lifecycle of the problem.
Information Services, Griffith University
Benefits
Assists with communication with clients and other support staff.
Assists with resolution of future incidents and problems
Facilitates accurate reporting.
Process Rule
Every action in relation to a problem is to be documented within the problem record, and the problem status is to be maintained…
Information Services, Griffith University
Benefits
Clients receive the best quality information on the status and nature of the problem.
Support staff productivity is improved with fewer distractions to the core activities associated with problem root cause analysis and resolution.
Information Services, Griffith University
Benefits
Consistent client communications and feedback
Reduced risk of activity information being misinterpreted
Process Rule
All client queries and communications in regards to problems under management by INS are to be directed through either Service Desk or the nominated problem owner…
Information Services, Griffith University
Benefits
Problems are resolved quicker with more robust client solutions delivered.
Support team knowledge is shared and overall team collaboration is improved.
Process Rule
Problems are to be managed by team members with the best levels of skills and knowledge…
Information Services, Griffith University
Further Information… For further information relating to Problem Management please visit the “About
ITIL” section of the Service Desk Tool Support Site:
https://intranet.secure.griffith.edu.au/computing/service-desk/about-itil
Griffith Universities Go-Live date for implementing Problem Management is 18th August 2013
Training material:www.griffith.edu.au/servicedesk
Training environment:www.griffith.edu.au/servicedesk-training