MSP-05b » Problem Management

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

The incident management process seeks to rapidly restore service for the user. In some cases, this means using a "workaround" to restore some capability without actually resolving the underlying problem. When this happens, and once service has been restored, the service provider must perform a root cause analysis to identify and fix the underlying root cause for the incident so that future service interruptions can be avoided.

MSP Module 05b, Problem Management, provides the process framework for determining this root cause and developing a solution to correct the problem. There is also a proactive aspect of Problem Management which identifies sources of potential incidents and resolves the root cause across all affected systems in the client base.

This module consists of the Module Overview Diagram plus 7 pages of detailed process maps personalized for your company.

Benefits
Components
  • Fewer recurring service interruptions resulting from underlying faults that have not been addressed
  • Less effort spent on resolving incidents that could have been avoided in the first place

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Objectives
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Identify the root cause for an incident where a workaround has been applied, and, when possible, correct the error
  • Proactively analyze sources of potential incidents and resolve the root cause, avoiding incidents
  • Determine the root cause of an issue surfaced during proactive management and identify a solution
  • Apply Lessons Learned to service processes to prevent future Incidents

At the onset of this process:

  • Incident resolved with workaround (the root cause could not immediately be determined)
  • Incident occurred that is likely to recur; the same conditions that caused the incident exist elsewhere in client base
  • Problem Ticket initiated in conjunction with Major Incident Management
  • System issue identified as a candidate for Problem Mgmt during proactive systems management

Upon completion of this process:

  • Root Cause of a incident has been identified and addressed across known occurrences
  • Process Lessons Learned have been applied to prevent recurrence
  • Communications provided back to client on problem resolution
  • Updates to Risk Management for problems that could not be resolved, or that the client did not want to resolve

This process module includes these sub-processes:

  • 05b.01 Problem Logging and Classification
  • 05b.02 Diagnosis and Solution Development
  • 05b.03 Action Plan Development
  • 05b.04 Problem Resolution
  • 05b.05 Proactive Problem Identification
  • 05b.06 Problem Ticket Review Session

These metrics and KPIs provide an indication of process performance:

  • Aged Problem Ticket Backlog
  • Incident Recurrence Rate
  • Problem Ticket Resolution Time
  • Scheduled and Unscheduled Downtime

Process Overview Diagram