{"id":926,"date":"2020-10-21T09:07:08","date_gmt":"2020-10-21T09:07:08","guid":{"rendered":"https:\/\/fitsed.org\/members\/incident-management\/review-cloned-at-2021-01-07-113956\/"},"modified":"2021-12-15T17:12:16","modified_gmt":"2021-12-15T17:12:16","slug":"review","status":"publish","type":"page","link":"https:\/\/fitsed.org\/members\/problem-management\/review\/","title":{"rendered":"Review"},"content":{"rendered":"

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Module 5: Proactive Processes<\/h2>\n
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    <\/ol><\/div>\n

    Problem Management<\/h2>\n

    The process review is to help you examine your implementation and operation of problem management, check your understanding of the process, compare it with what a successful implementation should look like and consider what you have achieved by introducing it in your school. This will help you to assess how successful its introduction has been and direct you to parts of FITS Problem Management that you should revisit if necessary.<\/p>\n

    Recap of the process<\/h2>\n

    In FITS Problem Management we introduced the concept of identifying, recording and resolving underlying problems with ICT equipment in a consistent manner. We gave you an overview of the problem management process and an implementation guide with step-by-step instructions to help you implement an entry-level problem management process designed with secondary schools in mind.<\/p>\n

    An operations guide described the day-to-day activities you must perform to maintain the process and reap the benefits. We described roles and responsibilities and offered guidance on how to assign roles. We removed anything non-essential to give you a lean process requiring the minimum of effort and resource.<\/p>\n

    Summary<\/h2>\n

    Process step<\/p>\n

    Tasks<\/p>\n

    Identify problems<\/p>\n

    Identify problems through:<\/p>\n

    incident managementnetwork monitoringpreventative maintenance.<\/p>\n

    Create a problem record for each problem<\/p>\n

    Use the problem record template to record the following information:<\/p>\n

    problem numbername of problem loggerrelated incident number, if applicabledate and time incident loggedaffected equipment unique IDdetails of equipment ownerdetails of problemdetails of work-arounds to be removed following resolutiondetails of loan equipment to be removed following resolutionname of assigned problem resolver.<\/p>\n<\/p>\n

    Create a problem log entry for each problem<\/p>\n

    Use the problem log template to create a problem log and record a summary of the information captured in the problem record (above).<\/p>\n<\/p>\n

    Resolve problems<\/p>\n

    Investigate, diagnose and resolve problems. Update the problem record with:<\/p>\n

    diagnosis of problem and next steps to be takenrelated request for change numberdetails of the solution to the problemconfirmation that any work around has been removedconfirmation that any loan equipment has been removeddate problem closedname of problem resolver.<\/p>\n<\/p>\n

    Maintain the problem log entry for each problem<\/p>\n

    Update the problem log with a summary of the information captured in the problem record (above).<\/p>\n<\/p>\n

    Now complete our recap and assess your implementation to identify any issues to be addressed.<\/p>\n

    Recap of problem management<\/h2>\n

    The overview describes problem management and explains the differences between incidents and problems. Problem management can be time consuming and we give advice about when to use the process. An implementation guide provides step-by-step instructions on planning and introducing problem management.<\/p>\n

    The operations guide shows the stages of problem management, with the diagnostic work that a technician needs to do. It stresses the importance of keeping records to enable the sharing of results. For quick reference we also set out in separate areas the roles and responsibilities involved, and a toolkit containing the resources you will need.<\/p>\n

    Check your understanding of the process by following:<\/p>\n

    Problem Management summary<\/h2>\n

    Step<\/p>\n

    Tasks<\/p>\n

    Define the scope for implementation<\/p>\n

    Ensure that you are recording your calls and can track progress.Understand the difference between problems and incidents.Have a process to separate incidents from problems.Decide how much time each week to devote to problem management.Choose which areas to improve and which processes to remove.You need to sell the idea to other staff, so make sure you\u2019re happy with it first<\/p>\n

    Prepare to implement problem management<\/p>\n

    Identify the users of problem management.Identify who will staff the Problem Management process.Plan your training.Consider the impact of problem management.Assess the risks of using problem management.<\/p>\n<\/p>\n

    Implement problem management<\/p>\n

    Follow the implementation plan.Train technicians in diagnostic techniques.Write a letter to all users about the introduction of the new service.<\/p>\n<\/p>\n

    Review your progress and define next steps<\/p>\n

    Workload monitoringAnalysis, surveys and measurementsProblem reports<\/p>\n<\/p>\n

    Continuous improvement<\/h2>\n

    By giving continuous attention to processes, you keep them alive and ensure their long-term success. Now you have implemented some basic problem management measures, you should check that the process is effective in delivering the expected benefits. If the process is effective you should make it as efficient as possible, by making improvements to the way in which you perform it. This means that you get the most benefit from the minimum of effort.<\/p>\n

    Improving process effectiveness<\/h2>\n

    An effective problem management process should be providing you with:<\/p>\n

    a standard way of recording and tracking problemsa method for ensuring that the underlying causes of incidents are resolvedhistorical information about problems and their solutionsinformation about ‘known errors’ that can be made available to incident management staffthe elimination of recurring incidentsaccurate information about problem workload and how well technical support staff can cope with it.<\/p>\n

    Follow our actions to make sure that your problem management process is delivering these benefits.<\/p>\n

    Improving process effectiveness \u2013 actions<\/h2>\n

    Perform these actions at regular intervals as soon as you have implemented problem management. When you are confident that it is working as it should, and those involved are comfortable with what they have to do, you may consider improving process efficiency. You must continue to perform the effectiveness actions regularly though, to make sure that changes to the way you carry out the process do not undermine its success.<\/p>\n

    Actions<\/h2>\n

    Monitor the process<\/p>\n

    Use the problem management report template to gather statistics from the incident log. Analyse reports produced and question variations from one to the next. Don’t take the reports at face value, ask questions until you get to the root cause of fluctuations.<\/p>\n

    Review your implementation of the process<\/p>\n

    Use the implementation assessment to review your implementation on a regular basis. Even if you answered ‘yes’ to every question in the past, many factors can affect your process at any time, such as conflicting priorities and changes in staff.<\/p>\n

    Make improvements<\/p>\n

    Use your findings from problem management reports and the implementation assessment to identify improvements and make them. Small, incremental changes are sufficient to keep the momentum going and demonstrate your commitment to success.<\/p>\n

    Improving process efficiency<\/h2>\n

    A fully efficient problem management process would include:<\/p>\n

    trend analysis of incidents to identify improvements and methods of incident preventionimproved problem recording and tracking capability using dedicated software tools with reporting facilitiesthe use of classifications to streamline reporting and provide more detailed informationthe continual use of reports to understand and manage the workloada ‘known errors’ databaseproblem analysis methodology.<\/p>\n

    Follow our actions to make sure that your problem management process gets better by being more efficient.<\/p>\n

    FITS Member<\/p>\n","protected":false},"excerpt":{"rendered":"

    Module 5: Proactive Processes Problem Management The process review is to help you examine your implementation and operation of problem management, check your understanding of the process, compare it with what a successful implementation should look like and consider what you have achieved by introducing it in your school. This will help you to assess […]<\/p>\n","protected":false},"author":4,"featured_media":0,"parent":877,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"op_builder_blank","meta":{"footnotes":""},"class_list":["post-926","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/926","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/comments?post=926"}],"version-history":[{"count":1,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/926\/revisions"}],"predecessor-version":[{"id":2431,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/926\/revisions\/2431"}],"up":[{"embeddable":true,"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/pages\/877"}],"wp:attachment":[{"href":"https:\/\/fitsed.org\/members\/wp-json\/wp\/v2\/media?parent=926"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}