ISO 20000 Problem Management Procedure Template

Introduction

ISO 20000 is an international standard that specifies requirements for an organization’s IT Service Management (ITSM). In other words, it is the set of best practices that companies should implement to ensure their IT services are managed to meet the needs of the business and its customers.

One of the main processes included in ISO 20000 is Problem Management. Although many organizations have some form of an informal problem management practice, the goal of ISO 20000 is to document the process and help companies with continual improvement. Following ISO 20000 standards for Problem Management is crucial for improving your employees’ performance, customer satisfaction, and overall service quality.

Problem Management: Definition and Key Concepts

Before you learn how to create a Problem Management procedure template, it is essential to understand what Problem Management is and how it integrates into the larger Incident Management process.

Simply put, Incident Management focuses on resolving unplanned or unauthorized interruptions to services and maintaining IT service quality. Problem Management aims to eliminate the root causes of incidents and prevent similar incidents in the future. A problem refers to the underlying cause of one or more incidents. For example, a server failure could be an incident, whereas a faulty memory module is a problem.

Problem Management involves various activities, including root cause analysis, identifying known errors, and developing workarounds. In Problem Management, a workaround is a method of compensating for a known error or problem that prevents an incident from occurring. An organization can use workarounds until a permanent solution is found.

Why Do You Need a Problem Management Procedure Template?

In general, there are several reasons why you may want to use a Problem Management procedure template.

First, it defines the standard procedure that will be followed within the company. A procedure serves as a guideline and provides instructions for completing specific tasks. Therefore, having a properly structured procedure ensures that your employees consistently follow the same, well-documented, and repeatable process.

Moreover, a procedure can also be used as a training tool during onboarding or when new employees join the team. Additionally, the document can help you identify and implement necessary process improvements. Finally, a procedure describes in detail how to accomplish specific tasks, which makes the document an excellent troubleshooting guide. As stated above, an ISO 20000 Problem Management procedure template includes all requirements for managing problems that may occur in an organization’s IT services. The following points will discuss each section that the Procedure Document should contain.

1. Purpose and Scope

The purpose of a Problem Management procedure describes why the document is necessary and what it entails. Usually, the main purpose of the procedure is to minimize the adverse effect of incidents and problems on the organization and prevent similar incidents from occurring in the future.

The scope, on the other hand, should describe the services, systems, and organizational units that are subject to the Procedure Document. If applicable, the scope should also mention the limitations of the document.

2. Definitions and Terminology

The next section should provide the definitions and terminology that the procedure uses. Specifically, it should include the following terms:

• Incident: an unplanned interruption to an IT service or a reduction in the quality of an IT service.
  
  
• Problem: the unknown underlying cause of one or more incidents.
  
  
• Known error: a problem with a documented root cause and a documented workaround.
  
  
• Root cause analysis:  a technique used for systematically investigating the underlying causes of an incident or a problem.
  
  
• Workaround: a method of compensating for a known error or problem that prevents an incident.

3. Roles and Responsibilities

In general, a Problem Management procedure should clearly define the roles and responsibilities of the personnel involved. Typically, the following roles are required to perform Problem Management:

• Problem Manager: responsible for the overall management of incidents and problems.
  
  
• Service Desk: receives reported incidents that may be related to problems.
  
  
• IT Operations/Technical teams: investigate incidents and problems and resolve them.
  
  
• Change Management: approves and implements permanent solutions for problems.
  
  
• Knowledge Management: documents workarounds and known errors.

4. Problem Identification and Logging

The Problem Identification and Logging section should describe how problems are identified and logged. In general, problems can be identified in a reactive and proactive manner. Reactive problem identification usually happens when multiple similar incidents occur, or major incidents take place. On the other hand, problems can also be identified in a proactive manner. For instance, IT teams can analyze incident trends and predict incidents that may occur in the future.

Moreover, the section should also describe the requirements for logging problems in the ITSM tool. For example, the procedure may require technical teams to document problems with additional information about the incidents, products, and date and time of occurrence.

5. Problem Categorization and Prioritization

Next, the procedure should describe the rules for categorizing and prioritizing problems. First, categorization helps sort problems according to their impact and service category to ensure faster resolution.

Then, prioritization should be based on the problem categories. The higher the category of an incident is, the higher priority the problem should have. Finally, the section should also discuss the criteria for closing problems after they have been resolved.

6. Problem Investigation and Diagnosis (Root Cause Analysis)

The most crucial aspect of Problem Management is the investigation and diagnosis, also known as the root cause analysis. The procedure should outline all steps that the technical teams must perform when analyzing problems.

For example, during the analysis, technical teams may gather evidence, collect incident details, and consult experts. Finally, the technical teams should create a report with their findings and possible problem causes.

7. Workaround Management

The Workaround Management section should describe how problems will be addressed before permanent solutions are available. Moreover, the document should specify the guidelines for developing workarounds and ensuring that they are properly documented and shared with the Service Desk.

8. Known Error Management

The Known Error Management section should describe how known errors will be identified and managed. Additionally, the procedure should include requirements for documenting workarounds and recording problems in the Known Error Database (KEDB).

9. Problem Resolution and Closure

The Problem Resolution and Closure section should list the criteria that determine whether a problem is resolved and can be closed. For example, a problem can be closed when a permanent solution has been implemented and the resolution has been positively verified.

Moreover, the procedure should describe the process for formally closing a problem. Finally, the document should also require the technical teams to record information about the resolution.

10. Problem Review and Continual Improvement

During the review process, teams should ensure that all problems are properly documented, resolved, and reviewed for potential process improvement opportunities. The procedure should emphasize the importance of reviewing problems and describe how the Problem Management process contributes to the organization’s CSI (Continual Service Improvement) objectives.

Moreover, the Procedure Document should discuss how the data collected during the analysis of problems can be used to improve other service management processes. Finally, the document should also describe the general principles and specific targets for Problem Management.

11. Reporting and Metrics

Next, the section should discuss the reporting requirements and metrics for Problem Management. The document should describe which measurements will be used to monitor and control the process. For example, the procedure may require Problem Managers to report on key performance indicators (KPIs), such as the number of problems detected and resolved, and average problem resolution time.

12. Documentation and Records

Finally, the procedure should list documentation and records that must be maintained by the organization. Moreover, the document should specify the requirements for completing problems records and other related paperwork.

Overall, implementing an ISO 20000 Problem Management procedure template will offer numerous benefits for your organization. For example, a properly structured procedure will help you improve the overall service quality and reduce the number of incidents. Additionally, the document will enable you to identify areas that need process improvement and optimize your Incident and Problem Management processes so that you can provide high-quality IT services to your customers.

Some of the other benefits of a well-structured procedure include enhanced decision-making, cost reduction, and reduced liability. Most importantly, the procedure will demonstrate the company’s commitment to meeting the ISO 20000 standard, which will help you pass audits with excellent results.

How to Use a Problem Management Procedure Template?

Although a procedure template is generally a comprehensive document, you may need to modify the template to align it with your company’s specific needs and requirements. Moreover, it is critical to ensure that the procedure is properly followed by the employees. Therefore, an organization should invest time and resources into making the document compliant and relevant to the company.

When editing your procedure template, make sure to follow the standard language and document structure. Moreover, it is vital to ensure that the Procedure Document integrates with your organization’s existing processes and procedures. Finally, you should also consider conducting training for your employees about the new document and its requirements.

Conclusion

An ISO 20000 Problem Management procedure helps you improve Problem Management and achieve the highest process quality. By following standardized and repeatable procedures, you will help your organization deliver reliable and high-quality services to its customers. With a properly structured procedure, your technical teams will effectively analyze incidents and identify the root cause of problems that may exist within the business’s IT services. Overall, the document will enable you to eliminate recurring incidents and ensure your organization has the highest level of service quality.