1. Problem Management SDG teamIT Problem Management Process 2009 Client Services Authors: M. Begley & R. Crompton, Client Services

2. Problem Management Process SDG Problem Management Process Goals of Problem Management Minimise the frequency and impact of IT problems on the business Initiate actions to correct each situation Find the root cause of Incidents Prevent the recurrence of Incidents Both reactive and proactive

3. Problem Management Process SDG Problem Management Process Incident Management Problem Management Identifying Root Cause Preventing Re-occurrence Pro-active prevention of incidents Restoring service as quickly as possible Difference between Incident & Problem Management

4. Problem Management Process Severity 1, 2 & 3 Incidents (Major Incidents) Raising a Problem Record Service Improvement Plan/ Re-occurring Incident/Problem identified by IT or Business

5. Problem Management Process Ongoing Management of Problems The Problem Owner (CSM or PSM) is responsible for the following: Ensuring the Problem Record on Assyst is Updated. The Problem record has an accurate ‘Update Due Date’. All relevant Support Teams are aware of the Problem Priority. The Problem is fully progressed until Closure, including when closure criteria has been met. TRACS codes are created and closed as and when required. Chairing meetings (including Post Incident Reviews), assigning actions and ensuring actions are completed.

6. Problem Management Process Post Incident Review The purpose of the Post-Incident Review is to: Learn from recent events in a deliberate effort to improve future performance. Review and Evaluate strategic, tactical, and task-level operations/decisions made during any incident Understand & Document quality improvements to be made When should a Post Incident Review be Held? Whenever Requested by any member of Shop Direct Group Inputs (Documents): Timeline of Events (Incident Log) Any current written procedures Agenda Mandatory Attendees: CSM for affected area (Chair) Duty Manager Technical Services Rep Shift Manager Production Support Manager Service Desk Management Output: A Report with appropriate actions, distributed to teamIT Management, should be sent out that covers: What we will keep doing? What will we stop doing? What will we start doing? The actions should be managed through to completion using Problem Management

7. Problem Management Process A Problem should only be closed when the following has been established: Closing Problems An explanation of the cause, symptoms and impact of the problem. There is a tactical fix used to resume service. Details of a more strategic fix or change to stop this happening again. High level resource estimates and/or capital expenditure for the strategic fix/change. An idea of suitable timescales to implement.

8. Problem Management Process Risk Register The purpose of the Risk Register is to: clearly identify risks and measures being taken to mitigate or reduce them What the Risk Register is NOT there to do: its not about putting risks in a register and forgetting about them; its about identifying and managing those risks, particularly those that present the biggest challenge in management terms What is on the Risk Register? Any risk that has been identified by SDG, including mitigation, potential impact, sign off details and when the risk will next be reviewed When is it updated? The Risk Register is updated Monthly or whenever a new risk is identified Where can it be found? On the teamIT Intranet or contact the Client Services Team

9. Problem Management Process Schedules Daily High Severity Problems are tracked in the Daily Service Review (DSR) Weekly Weekly Updates, detailing Problems that are overdue an update and Problems that require updating in the next 7 days, are sent to the Client Services Team on Fridays Monthly The Client Services Team meet on a Monthly basis to discuss every open Problem, detailing progress, priorities and any resource problems Monthly Meetings are held between the Client Services Team Manager and Problem Lead Client Services Manager to discuss Open & Closed Problems. Governance

10. Problem Management Process IT Daily Service Review Minutes Monthly Problem Report presented to: Infrastructure Board IT Management IT Services Management Business Service Reviews held by Client Service Managers Daily Operations Call Management Information