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