Problem Management and Service catalogue management ERP Fitness Test (Publication Date: 2024/03)


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Discover Insights, Make Informed Decisions, and Stay Ahead of the Curve:

  • Does your organization have repeatable processes for root cause analysis, incident and problem management tracking and metrics reporting?
  • How does your organization predict how many problems there will be in a given time frame?
  • Does your product solve the problem or fill the need at a price customers will gladly pay?
  • Key Features:

    • Comprehensive set of 1563 prioritized Problem Management requirements.
    • Extensive coverage of 104 Problem Management topic scopes.
    • In-depth analysis of 104 Problem Management step-by-step solutions, benefits, BHAGs.
    • Detailed examination of 104 Problem Management case studies and use cases.

    • Digital download upon purchase.
    • Enjoy lifetime document updates included with your purchase.
    • Benefit from a fully editable and customizable Excel format.
    • Trusted and utilized by over 10,000 organizations.

    • Covering: Catalog Organization, Availability Management, Service Feedback, SLA Tracking, Service Benchmarking, Catalog Structure, Performance Tracking, User Roles, Service Availability, Service Operation, Service Continuity, Service Dependencies, Service Audit, Release Management, Data Confidentiality Integrity, IT Systems, Service Modifications, Service Standards, Service Improvement, Catalog Maintenance, Data Restoration, Backup And Restore, Catalog Management, Data Integrity, Catalog Creation, Service Pricing, Service Optimization, Change Management, Data Sharing, Service Compliance, Access Control, Service Templates, Service Training, Service Documentation, Data Storage, Service Catalog Design, Data Management, Service Upgrades, Service Quality, Service Options, Trends Analysis, Service Performance, Service Expectations, Service Catalog, Configuration Management, Service Encryption, Service Bundles, Service Standardization, Data Auditing, Service Customization, Business Process Redesign, Incident Management, Service Level Management, Disaster Recovery, Service catalogue management, Service Monitoring, Service Design, Service Contracts, Data Retention, Approval Process, Data Backup, Configuration Items, Data Quality, Service Portfolio Management, Knowledge Management, Service Assessment, Service Packaging, Service Portfolio, Customer Satisfaction, Data Governance, Service Reporting, Problem Management, Service Fulfillment, Service Outsourcing, Service Security, Service Scope, Service Request, Service Prioritization, Capacity Planning, ITIL Framework, Catalog Taxonomy, Management Systems, User Access, Supplier Service Review, User Permissions, Data Privacy, Data Archiving, Service Bundling, Self Service Portal, Service Offerings, Service Review, Workflow Automation, Service Definition, Stakeholder Communication, Service Agreements, Data Classification, Service Description, Backup Monitoring, Service Levels, Service Delivery, Supplier Agreements, Service Renewals, Data Recovery, Data Protection

    Problem Management Assessment ERP Fitness Test – Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):

    Problem Management

    Problem management involves having consistent methods for identifying underlying causes and tracking and reporting on incidents and problems in an organization.

    1. Solution: Implement a structured problem management process.
    Benefits: Improves efficiency and accuracy in addressing root causes, leading to faster resolution of problems.

    2. Solution: Utilize incident and problem tracking system to document issues.
    Benefits: Provides visibility into recurring problems, enabling proactive resolution and prevention.

    3. Solution: Establish metrics for measuring problem resolution time and success rates.
    Benefits: Allows for identification of bottlenecks and areas for improvement, leading to better service quality.

    4. Solution: Create a ERP Fitness Test to document known errors and resolutions.
    Benefits: Enables quicker resolution of common issues, freeing up resources for more complex problems.

    5. Solution: Conduct regular problem reviews with key stakeholders.
    Benefits: Facilitates communication and collaboration to identify patterns and prevent future problems.

    6. Solution: Implement a problem prioritization process based on business impact.
    Benefits: Ensures that resources are allocated to critical issues first, minimizing impact on business operations.

    7. Solution: Establish a problem escalation process for urgent or high-impact issues.
    Benefits: Ensures timely and appropriate escalation of issues, reducing the potential for service downtime.

    8. Solution: Continuously review and improve problem management processes.
    Benefits: Ensures that processes remain relevant and effective in addressing current and future problems.

    CONTROL QUESTION: Does the organization have repeatable processes for root cause analysis, incident and problem management tracking and metrics reporting?

    Big Hairy Audacious Goal (BHAG) for 10 years from now:

    By 2030, our organization will have achieved the highest level of maturity in Problem Management, with all processes being fully automated and integrated into our overall IT management framework.

    We will have a robust and advanced Root Cause Analysis system in place, utilizing cutting-edge machine learning algorithms to identify patterns and trends in incident data, allowing for proactive prevention of recurring issues.

    Our incident and problem management tracking will be streamlined and efficient, utilizing artificial intelligence for intelligent routing and prioritization of tickets.

    Furthermore, our metrics reporting will not only provide comprehensive insights into our incident and problem resolution rates, but also highlight areas for continuous improvement and optimization.

    In short, our organization will be recognized as an industry leader in Problem Management, with a reputation for minimizing business disruptions and maximizing IT operational excellence.

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    Problem Management Case Study/Use Case example – How to use:


    ABC Company is a multinational corporation that specializes in the production and distribution of consumer goods. With a global customer base, the company′s focus has always been on providing high-quality products and exceptional customer service. However, over the past year, the company has been experiencing a significant increase in the number of incidents and problems reported by their customers. This has resulted in a negative impact on customer satisfaction and the company′s reputation. In order to mitigate these issues, ABC Company has engaged the services of a consulting firm to assess their problem management processes and identify areas for improvement.

    Consulting Methodology:

    The consulting firm followed a structured approach to assess and improve the organization′s problem management processes. The methodology included the following steps:

    1. Identification of current processes: The first step involved understanding the current processes and procedures in place for problem management. This was achieved through interviews with key stakeholders, reviewing documentation, and observation of the problem management process in action.

    2. Gap Analysis: Based on the information gathered in the first step, a gap analysis was conducted to identify any discrepancies or gaps in the current processes. This helped to identify areas where the organization′s processes were not meeting industry best practices.

    3. Root Cause Analysis: The consulting firm worked closely with the organization′s problem management team to conduct root cause analysis for the incidents and problems that had been reported. This involved defining the problem, gathering data, identifying possible causes, and determining the most probable cause.

    4. Strategy Development: Based on the findings from the gap analysis and root cause analysis, the consulting firm worked with the organization′s problem management team to develop a strategy for improving their processes. This included defining roles and responsibilities, establishing a problem management team, and creating procedures for incident and problem management.

    5. Implementation Plan: The final step in the methodology was to develop an implementation plan that outlined the steps needed to be taken to improve the organization′s processes. This included timelines, resource requirements, and key milestones.


    Based on the methodology described above, the consulting firm delivered the following:

    1. A detailed report highlighting their findings from the gap analysis, root cause analysis, and recommendations for improving the organization′s problem management processes.

    2. A strategy document outlining the key components of the new approach to problem management, including roles and responsibilities, procedures, and a communication plan.

    3. An implementation plan that provided a roadmap for implementing the recommended changes, including timelines, resource requirements, and key milestones.

    Implementation Challenges:

    The main challenge faced during the implementation of the new problem management processes was resistance to change. The existing processes had been in place for a long time, and some employees were hesitant to adopt the new approach. To address this, the consulting firm worked closely with the organization′s leadership team to communicate the benefits of the new processes and the importance of adapting to industry best practices.


    In order to measure the effectiveness of the new problem management processes, the following KPIs were established:

    1. Reduction in the number of incidents and problems reported by customers: This KPI would help to measure the success of the new processes in reducing the number of issues reported by customers.

    2. Time to resolve incidents and problems: This KPI would measure the efficiency of the new processes in addressing incidents and problems in a timely manner.

    3. Customer satisfaction scores: This KPI would help to gauge the overall satisfaction levels of customers after the implementation of the new processes.

    Management Considerations:

    In addition to the key deliverables and KPIs, there are certain management considerations that need to be taken into account for successful implementation of the new problem management processes. These include:

    1. Training and Development: In order for the new processes to be effective, it is essential for all employees involved in incident and problem management to receive proper training and development. This will ensure that they are familiar with the new procedures and can effectively implement them.

    2. Continuous Improvement: Problem management is an ongoing process, and it is important for the organization to continuously review and improve their processes. This can be achieved through regular monitoring and analysis of KPIs and making necessary adjustments to the processes.


    1. Problem Management: A Best Practice Approach, IT Service Management Forum (ITSMF), 2011.
    2. Implementing a Root Cause Analysis Program for Incident and Problem Management, ITSM Zone, 2017.
    3. The Impact of Effective Problem Management on Customer Experience, Forbes, 2020.
    4. Best Practices for Incident and Problem Management, Gartner, 2019.

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