Problem Management focus group?

Fri, 8 Jan 2021 17:44:22 GMT

Hi,

As a manager of a team whose responsibilities include Problem Management, I am keen to engage with other leads to share experiences and ideas. As usual this is triggered by the annual 'What KPIs shall I introduce for the year' challenge!

The above has been easy for the last 2 years, as PM had lacked good focus, due to it being just one small part of a team covering many disciplines including on-call Major Incident, which has now been split into a separate area. So for 2 years the focus has been on reduction of numbers, by identifying obsolete records, those already fixed, those that should not have been there in the first place (for instance CSIPs), conversion to Known Error, etc, etc. An easy KPI to set , with lots of nice graphs to demonstrate good progress. Plus a massive tidy up to make life easier, using new queries and tailored automated reporting. A job well done, numbers are down from around 1,600 to just over 300. So we have done 'quantity' and now move onto 'quality'!

As stated I am looking to maybe get a discussion group of some sort going, and indeed was looking to host a forum working with itSMF before this cursed epidemic hit.

Regards

Alan Burgess (Vocalink, now part of Mastercard)

Fri, 26 Mar 2021 11:59:30 GMT

I am trying to develop a policy and new ways of working for a large public sector organisation. (Problem Management policy)
I am trying to develop a prioritisation matrix for Problem Management, moving away from the normal impact and urgency classifications that are used for Incident Management.

Would you have any thoughts on this?

Wed, 18 May 2022 16:48:55 GMT

Hi Alan Burgess - Once have I found my self in a room of problem managers, the room was buzzing - this was thanks to the SIG focus day run by Barry Corless . if there is any apatite for opening a discussion group I'm in.

Hi M. Watts to your question have you considered looking at a risk score and frequency? The risk scale being the severity of a recurrence and the frequency of occurrences. If you google risk matrix this will give you an idea.

M Wigham

Tue, 5 Jul 2022 10:49:46 GMT

Hello all,

I see this thread is a little older now, though I hope you are still active in wanting to set up a Problem Manager forum. The problem practice at my organisation is ripe for maturing with a lot of benefits to come from that, so very interested in sharing ideas!

I am problem manager, also looking to develop a prioritization for Problems - thank you M Wigham for your suggestion I will research this.

Thu, 21 Jul 2022 10:42:27 GMT

Hi, re problem management group, we currently have within itSMF Communities of Practice, one of them is the Management of Service CoP. This CoP has a large member list several of whom are Problem Managers so it may be worth you looking to attend the CoP and then possibly look to set up a sub group who can take on problem management topics and then report back to the main community.

Thu, 8 Aug 2024 15:23:01 GMT

Hi Alan,

I'm also interested in a Major Incident & Problem Management discussion or forum, did you have any success with finding or starting one?

Regards, Mark