Have you struggled with getting Problem Management off the ground in your organization? I have some advice for you.
- Find a motivated person, eager to take on the challenge. Or become that person.
- Organize weekly meetings to review progress.
- Don't limit Problem Management to root-cause analysis only. Own problems end-to-end, until final change installation and problem resolution.
- Follow up on overdue changes which solve your problems. Get them implemented.
- Publicly announce next steps, owners and deadlines. That includes your next steps.
- Think of yourself as a detective.
- Become best friends with your Service Desk people.
- Become friends with everyone else in IT.
- Get expert help for root cause analysis.
- Learn from results of root-cause analysis. Relate facts quickly.
- Research other ways to analyze problems for root causes. Become better at what you do.
- Provide feedback on quality of incident records. Be constructive and get your point across.
- Don't put off your work. You will never get it done this way.
- The root cause can be a human error. Be persistent, but sensitive.
- Learn how to approach people. Don't get them defensive.
- Get a soft-skill training course. It will make the previous point easier.
- Go beyond your job description. Be willing to do something extra.
- Solve problems, don't just identify them. That should be obvious.
- Be concerned when you have too few problems.
- Form a Problem Management Community. Share experience and best practices.
- Organize a training course for prospective Problem Managers. Teach them or hire someone to do it.
- Set some time off for quality RCA. Don't interrupt yourself.
- Deal with unsolvable problems gracefully.
- Get involved in major incidents.
- Deliver quality reports of your work.
- Become a role model. Make others aspire to become Problem Managers.
- Elevate the status of Problem Management on IT career path in your organization.
- Be mindful of time. Use it to its full potential.
- Quality analysis over hasty and inaccurate results.
- Use good tools to aid your work. ITSM software actually helps a lot in this case.
- Learn enough about your technology to understand reports of your specialists.
- Don't be discouraged by setbacks.
- Keep asking "why" until you get a satisfactory answer. Most likely you will not have to ask more than 5 times.
Care to add to this list?
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