Case Study : Proactive Problem Management

The primary objective of problem management is to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. The Information Technology Infrastructure Library defines a problem as the cause of one or more incidents

Steps

  • Identify Improvement opportunities through proactive problem management
  • Detection and categorization
  • Investigation and diagnosis
  • Problem resolution
  • Solution identification
  • Solution implementation
  • Problem closure
pr1pr2pr3pr4pr5

Solution prioritization

pr6

Implement Solution

  • Develop Plan to implement solution in order of priority
  • Assign resources
  • Track the implementation
pr7

Benefits

Measured post 3 months of solution implementation, for each of the identified opportunity

  • Backup failures due to disc issues reduced by 62%
  • Long backups failure due to intermittent network issues reduced by 88%
  • Job configuration issues reduced by 95%
  • Password reset / locked reduced by 99%
  • Unable to login reduced by 42%
  • No major changes in other opportunities / solutions implemented

Thank You.

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