Problem Management

Manage the lifecycle of problems to prevent problems and incidents from occurring, eliminate recurring incidents and minimise impact of unavoidable incidents

Type

Functional

Competency Area

Business and Project Management

Levels

Handle specific problems from diagnosis and prioritisation to the identification and implementation of solutions

Monitor the lifecycle of specific problems

Diagnose the causes of incidents and problems

Categorise incidents and problems according to established guidelines

Identify appropriate solutions to resolve problems

Implement solutions to address the problem through appropriate control procedures

Propose solutions to prevent future occurrences of similar problems

Document information about problems and the appropriate workarounds and resolutions

Introduce processes, guidelines and technologies to facilitate the management of problems throughout their lifecycle

Manage the lifecycle of a wide range of problems

Introduce technologies and processes to enable automated detection of incidents or problems

Perform investigations and deep analysis of a problem to fully understand its root causes

Develop guidelines and methods for prioritisation and categorisation of problems according to their severity, frequency or potential implications

Recommend solutions to address the root cause of problems and minimise the reoccurrences of similar problems

Monitor documentation and tracking of problems encountered and resolved

Establish problem management strategies, protocols, and mechanisms to guide the prevention, resolution and minimisation of problems and their effects

Oversee the management of all significant problems throughout their lifecycle

Establish organisation- wide problem management protocol and standards

Introduce organisation structures, processes and infrastructure to guide the efficient and effective prevention, resolution and minimisation of problems and their effects

Develop strategies to pre-empt potential problems from occurring

Endorse solutions to address the root cause of problems to minimise the reoccurrences of similar problems

Lead the review of all significant problems and the solutions being implemented