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ITIL :: View topic - Problem Management Network Charter
Joined: Jan 01, 2006 Posts: 500 Location: New Jersey
Posted: Sun Oct 08, 2006 1:29 pm Post subject: Re: Problem Management Network Charter
wkstan2001 wrote:
All,
I'm just wondering whether anyone have done a charter for problem management when introducing PM process in your company?
Hello wkstan,
We deal with multiple enterprises that have done so, in some way shape or form.
Problem Management, as a centralized group, typically looks at managing Problems that go "across" the enterprise and all its individual Product Management and Service Management groups. These groups are the owners of and accountable for the Problems associated with their own Products and Services. It is typically the responsibility of Problem Management to ensure that they are aware of the problems and managing them proactively and according to the requirements of the larger enterprise. As a result, here are some of the functions of Problem Management:
- Proactively scans all Incidents and Incident patters, looking for existing Problems and potential Problems.
- Ensures all Product Management and Service Management teams are aware of Problems related to their respective Products and Services.
- Ensures that all Problems are prioritized across all groups.
- Brings the appropriate stakeholders to the table to set priorities for fixing Problems.
- Ensures that work is appropriately being scheduled and done for Problems that have been appropriately prioritized.
- Ensures that all teams are properly logging Problems, appropriately, in the centralized Problem Management inventory.
- Ensures that all the right stakeholders understand what Problems are a priority to the enterprise, why, and how they're being handled.
- Etc.
NOTE: Many enterprises will commonly collapse the Problem Management function and Risk Management function into the same group, as the work is virtually identical. Problem Management is about solving what you know to be a Problem. Risk Management is about solving "potential" Problems and Incidents, so as to avoid Risk. I personally think that the collapsing of these two functions into one group is a great idea and a great way to implement both Problem Management and Risk Management very efficiently and quickly.
I hope this helps.
Regards, _________________ [Edited by Admin to remove link]
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