Problem Management – reactive activities when starting out

When implementing Problem Management I have always started with reactive activities to blitz any potential quick wins. The first things I have done in the past when implementing Problem Management are as follows:
(1) Create a way of logging Major Incidents. If I don’t have a Service Management toolset, I use MS Office, for example, a word document to capture the detail and a spreadsheet to track the reference numbers, dates and summary details.

(2) Create a way of logging Problems and any associated reports in a similar way for tracking Major Incidents (above)

(3) Look at categorisation and prioritisation

(4) Create basic reports / metrics to provide a summary of Major Incident & Problem Management activity to all stakeholders.

(5) Set up Problem Review Boards. These are regular meetings with all stakeholders to review and progress all outstanding Problem records.

(6) Engage with the Service Desk and establish clear roles and responsibilities.

(7) Engage with Change Management and attend the CAB to give and receive updated on Problem Management related Change activity.

(8) Look at Problem open / close criteria

I will focus on each of these items in later posts.