If the goal of Problem Management is to reduce the number and impact of unplanned IT outages (to wit, incidents), are you measuring the work of Problem Management in a manner that ensures the needed results?

Frankly, probably not. 

There are only seven kinds of unplanned outages, which means there are only seven kinds of problems.  Yet, some organisations have in excess of 200 root causes found by problem management teams.

Interested in getting some true value-add from your Problem Management team?  We can help.

• Assistance with the review and readiness for incideent managemnt audit activities, including  internal auditors, CoBIT audits an external auditors.

• Assistance in the clearing of PIR backlogs, including the hosting and documenting PIR's, assigning and tracking action items to ensure actions are performed and closed.

• Writing and revieiwing process documentation to ensure audit readingess.

Problem Management is designed to do two things:

• Reduce incidents
• Report on impacts of incidents

When  critical outages occur, how does a leadership team obtain a timeline of events and a plan to restore service to the business when Problem Management is not engaged until after service is restored?  Ever think of the value of Problem Managers during an unplanned outrage. 

KOZADAR Consulting can help.

Optimise the work of your Problem Managers by learning how they deliver what they deliver, transferring our knowledge to your teams, and ensure that recurrences of unplanned outages are stopped -- along with their impacts to the business.