PROBLEM MANAGEMENT: WHAT ROLE DO YOU PLAY AT OCIO?

Problem Management is about discovering the root cause of an outage, adjusting processes to make sure it is avoided in the future and spreading that knowledge to the rest of the organization.

There are three roles defined in the Problem Management process. Do you know what role you play?

Problem Analyst:

  • A person who can recognize or “propose” a Problem
    • Searches the Knowledge Base for Known Errors, prior to declaring a Problem
    • Picks the most representative example, the one that describes the issue best, when proposing a Problem based upon receipt of multiple Incidents
    • Clearly states Problems with focus on one issue, while avoiding “ands” in the description

Problem Manager:

  • A person who can “declare” or take a proposed Problem and open it thereby committing OCIO resources to investigate root cause.
    • Owners of the Problem through the Root Cause process
    • Gathers the appropriate people to work on a Problem and thoroughly states and specifies the Problem

Process Owner: (Kevin Balogh)

  • Has overall accountability for the performance of the Root Cause Analysis process
  • Provides Incident trending and monthly reporting on the progress and health of the process

If you’re curious about the results of past Root Cause Analysis findings,  search the Knowledge Base in ServiceNow for any of these related phrases; RCA, Root Cause Analysis, or Lessons Learned.

Kevin Balogh
Defender of Stability
Services Management, Quality & Process Management
247-ITIL
balogh.5@osu.edu
Find me on Lync or in 018 Enarson Classrooms Building

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