Case Study: Mapping Problem Management Processes using SwimLane Diagrams

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Case Study Mapping Problem Management Processes
using Swim-Lane Diagrams

• Julie L. Mohr
• Principal Research Analyst and Author
• JLMohr_at_blueprintaudits.com

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Background

• Consultant in service and support for 7 years
  with overall 15 years of IT management
  operational experience
• Managed over 60 service or support organization
  creation or enhancement projects worldwide
• ITIL Masters certified, Certified Help Desk
  Director
• Author
• Mapping Support Processes Blueprint for Success
• The Help Desk Audit Blueprint for Success
• The Help Desk Audit Toolkit Companion CD
• The Help Desk Dictionary
• Develop and maintain practitioners website at
  WWW.BLUEPRINTAUDITS.COM ITs BLUE, ITs COOL,
  ITs FREE
• Trainer for ITIL courses including Fundamentals,
  Practitioners and Masters level

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Overview

• Overview of Problem Management Process
• Process diagram
• Problem Control
• New Problem
• Existing Problem
• Error Control
• Proactive Problem Management
• Monitoring
• Problem Closure
• Reporting
• (if time) - a look at how it links to IM

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Problem Management

• Objective
• To minimize the impact of incidents
• To stabilize IT service delivery
• To trace (and remove) errors in IT infrastructure
• To obtain the highest possible stability of IT
  services, both reactively and proactively
• To prevent incidents and problems

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Problem Management

• Activities
• Problem Control
• Error Control
• Proactive Problem Management
• Trend analysis
• Preventive activities
• Review major problems
• Management reports
• Effectiveness of Problem Management
• Quality of products
• Justification of working hours
• Planning of outstanding problems

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Problem Management Activities
Important for the success of proactive problem
management trend analysis
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Problem Management Activities

• Problem Control
• Identify the root causes such as the CIs that are
  at fault
• Provide SD with information and advise on
  workarounds
• Analysis Methods
• Kepner Tregoe
• Ishikawa diagrams
• Brainstorm
• Flowchart

• Error Control
• To be aware of errors
• To monitor them and eliminate them when feasible
  and cost-justified
• Methods
• Monitoring
• System Alerts

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Problem Management

• Roles
• Problem Manager
• Develop maintain the problem control process
• Reviewing the efficiency effectiveness of the
  problem control process
• Producing management information
• Managing problem support staff
• Allocating resources for the support effort
• Monitor the effectiveness of error control make
  recommendations for improvement
• Develop maintain problem error control
  systems
• Problem Management Team
• Vendors
• IT Management
• Technical Support Partners
• In Large organizations may have multiple process
  managers with one overall process owner

• Relationships
• Incident Management
• identifies problems and receives workarounds
• Communication on problems, KEs, RFCs
• Change Management
• receives RFCs from problem
• Configuration Management
• input of CMDB to problem management

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Common Symbols
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Common Symbols
DECISION
CALL OUT
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Clear Point of Communication
Based Upon Priority
Wkrd Not Successful
Key Metric
From IM - SD
Onto Next Flow
From IM - TSP
New Problem from Trend Analysis
Back to IM
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Clear Point of Communication
Back to Classify Diagnose
Key Metric
Next Flow
Existing Problem w/Wkrd
Continue AS IS
New Problem W/Wkrd
Now Available at SD
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Clear Point of Communication
Additional Communication After Change
Clear Point of Communication
From Prev Proactive PM
To Problem Diagnosis
Next Flow
Indicates a Separate Process
Problem Diagnosis with Existing Problem
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Back to IM Closure
Next Flow
Key Metric
To Proactive PM
From Prev
Additional Communication With SD Customer
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Change Does NotGo Forward No RFC Raised
From IM - TSP From IM - Closure From Prev
Next Flow
From Failed Change
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From IM - Closure Proactive PM Major Problem
Review
Next Flow
Integrated CMS
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Proactive Trend Analysis
From Prev
New Problem
Back to Problem Control - CM
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Reporting Key Metrics

• Sources
• ACD
• KM
• Incident Management System
• Email
• Reporting - Problem management
• Reduction of the number of incidents
• Analysis of the time spent on problem management
  versus the previous cost of repetitive failures
• Reduction of time needed to resolve problems
• of problems/errors by status, service, impact,
  category, user group
• Total elapsed time on closed problems

• Reporting - Incident Management
• Service Level
• Average speed of answer
• First Contact Resolution
• MTTR
• Trending
• Recurring Incidents
• Number of Incidents open, closed, related to a
  problem
• Time spent on incidents, per impact code
• Total time incidents open, per impact code
• Percentage of incidents handled within SLA
• First call resolution rate
• Cost per incident
• User satisfaction

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Link to Problem Management
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Link to Problem Management
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More Information.

• JLMohr_at_blueprintaudits.com
• http//www.blueprintaudits.com
• Articles (over 50 articles from 23 different
  industry experts and a new article published
  weekly)
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• Sign up for the weekly article and update
• Free Support Organization Maturity Executive
  Report
• Books CD-ROMs in Print
• Mapping Support Processes Blueprint for Success
• The Help Desk Audit Blueprint for Success
• The Help Desk Toolkit Companion CD
• The Help Desk Dictionary