Skill description
Managing the lifecycle of all problems that have occurred or could occur in delivering a service.
Guidance notes
The primary objectives of problem management are to:
- proactively prevent problems and resulting incidents from happening.
- reactively resolve problems that have already happened.
- eliminate recurring incidents.
- minimise the impact of incidents that cannot be prevented.
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- Activities may include, but are not limited to:
- detecting and logging problems.
- classifying and prioritising problems.
- initiating actions to resolve problems.
- investigating and diagnosing problems.
- implementing remedies to prevent future incidents.
- reporting on problems.
Level 2Assist
Assists with problem management tasks under routine supervision.
Helps document problems and maintain relevant records.
Assists in detecting, logging, classifying, and prioritising problems in systems, processes, and services.
Level 3Apply
Investigates problems in systems, processes and services.
Contributes to the implementation of agreed remedies and preventative measures.
Level 4Enable
Initiates and monitors actions to investigate and resolve problems in systems, processes and services.
Determines problem fixes and remedies.
Collaborates with others to implement agreed remedies and preventative measures.
Supports analysis of patterns and trends to improve problem management processes.
Level 5Ensure, advise
Ensures appropriate action is taken to anticipate, investigate and resolve problems in systems and services.
Ensures problems are fully documented within the relevant reporting systems.
Enables development of problem solutions.
Coordinates the implementation of agreed remedies and preventative measures.
Analyses patterns and trends and improves problem management processes.
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