What is meant by Problem management?
Problem management, also known as issue management, is an important component of IT service management and general project management. It deals with the identification, tracking and resolution of problems, errors, faults or irregularities in projects, products, services or processes. The goal of problem management is to solve problems efficiently and effectively in order to improve operations and quality.
Aspects of problem management
- Problem identification: recording problems, malfunctions, or irregularities that affect normal operations or impact quality.
- Problem classification: categorizing problems by severity, urgency, and type to establish priorities.
- Problem analysis: investigating the causes of problems to identify their roots and prevent future occurrences.
- Problem tracking: Tracking and documenting problems from their identification to their resolution.
- Solution Finding: The development of solutions to correct problems and restore normal operations.
- Communication and Escalation: The communication of problem information to relevant stakeholders and the escalation of serious or complex problems to the proper entities.
- Documentation and Reporting: The recording of information about problems and their resolutions, and the production of reports on the status of problem management.
- Preventive Action: The implementation of preventive measures to prevent future occurrences of similar problems.
Problem management or issue management software supports the systematic management and resolution of problems.
Functions that can be mapped in such software include
- Issue tracking: Capturing and tracking issues from their reporting to their resolution, including status tracking and assignment to responsible parties.
- Classification and prioritization: the ability to classify and prioritize problems by type, severity, and urgency.
- Root cause analysis: tools to investigate problems to identify underlying causes and develop preventive actions.
- Resolution management: documenting and tracking solutions and remediation actions.
- Communication and Escalation: Built-in communication capabilities to inform stakeholders and escalate issues as necessary.
- Reporting and Analysis: Generation of reports and analysis to monitor the status of issue management and identify trends.
- Integrated Knowledge Base: Incorporate knowledge bases to store and make solutions and best practices easily accessible.
- Automation and workflows: Automate processes and workflows to handle issues more efficiently.