Service Desk Archives

Like them or loathe them, all employees will need, at some point, to interact with the support services offered by the IT department. In this series of short articles, we uncover some of the secret workings of the IT department, finding out what is jargon and what is just common sense that can apply to all of us, regardless of our role, work, or profession.

After diving into the workings of incident and change management, let’s explore another hidden secret of the IT department – this time, problem management. Think of it as the Sherlock Holmes of the IT world, based in a bustling London borough. It’s not just about responding to incidents or facilitating changes; its role is to investigate and uncover why those incidents happened in the first place.

What is problem management?

Problem management is the systematic approach to identifying the root causes of incidents, devising a fix, and preventing recurrence. Unlike incident management, which focuses on quick resolution, or change management, which ensures smooth transitions, problem management aims for long-term solutions.

Why problem management matters

Problem management aims to remove recurring incidents and minimise the impact on the services used across the company. It contributes to a more stable and reliable IT environment, saving time and money in the long run.

The problem management life cycle

The life cycle of problem management usually includes these stages:

Problem identification – recognising recurring or significant incidents

Problem categorisation and prioritisation – assessing the impact and urgency

Root cause analysis – digging deep to find the actual cause

Resolution and closure – implementing a long-term solution

Example: A leaky roof

Imagine a leaky roof in an office building. Fixing the leak is akin to incident management, but finding out why the leak happened in the first place is problem management. Was it poor construction or maybe ageing materials? Once identified, preventive measures can be put in place, using change management.

Example: The frequently crashing software

Let’s consider software that crashes frequently. Incident management will restart the software each time to restore service, but problem management will delve into why it crashes so often. Is it a bug or a hardware incompatibility? Upon finding the root cause, a permanent fix can be implemented, using change management.

The benefits of doing this well

Adopting a robust problem management strategy can lead to:

Operational excellence – organisations streamline their operations by identifying and eradicating root causes of incidents, leading to higher productivity and efficiency.
Financial savings – resolving the root causes of issues means fewer incidents and less downtime, translating into significant cost savings over time.
Increased customer loyalty – a stable, reliable system or service creates a better user experience, increasing customer satisfaction and loyalty.
Proactive risk management – identifying issues before they become incidents can mitigate potential risks, safeguarding the organisation’s reputation.
Business agility – understanding the root causes of problems provides valuable insights that can inform business strategy, allowing the organisation to adapt more quickly to market changes.

By embracing robust problem management, organisations resolve issues and turn them into opportunities for continual improvement.

Your thoughts

We’ve now cracked the case on problem management and its role in ensuring a hassle-free IT environment. Do you have any experiences where identifying the root cause of an issue led to a more effective, long-term solution? Share your stories and insights.

This is the third article in our ‘Secrets of the IT Department’ series. Don’t miss our future explorations into the often-overlooked facets of IT.

The art of managing incidents

Incident management isn’t just industry jargon; it’s an essential process that aids organisations of all sizes swiftly and efficiently resolving unexpected issues. Picture it as the hospital A&E department for any problems that crop up, from glitches in a computer network to a broken kettle in the staff room.

What is an incident?

Simply put, an incident is an unexpected interruption or a decline in the quality of a service or process. Incidents can vary from minor inconveniences to major disruptions, impacting anything from your home Wi-Fi to a multinational firm’s data centre.

Why incident management matters

Employing a structured approach to incident management ensures that any issues are rectified in the fastest, least intrusive way possible. This not only pleases customers or employees but also preserves the organisation’s reputation while conserving time and resources.

The incident management life cycle

The life cycle of incident management typically consists of four stages:

Identification – spotting the issue

Classification and prioritisation – assessing its impact and urgency

Investigation and diagnosis – finding out what’s wrong

Response and recovery – fixing the problem and restoring normal service.

Example: The broken kettle

Picture arriving at your workplace only to discover the kettle isn’t working. In incident management, this is categorised as a low-priority incident, and someone gets tasked to sort it out.

Example: The inaccessible company website

Next, imagine if your company’s website crashes. This is a high-priority incident as without it, your company’s customers cannot buy new insurance policies or administer existing ones. A team would be hastily assembled to diagnose and remedy the problem, minimising the outage duration.

The benefits of doing this well

Implementing a top-notch incident management strategy yields many advantages:

Rapid recovery – effective incident management ensures that disruptions are contained quickly, limiting any negative impact on business operations.
Customer retention – swift resolution of issues enhances customer experience and contributes to customer loyalty.
Streamlined communication – a well-defined incident management process improves internal and external communication, providing timely stakeholder updates.
Regulatory compliance – many industries have standards for incident response times; efficient incident management helps you meet these regulations and avoid penalties.
Data-driven improvements – analysing past incidents can offer actionable insights that drive ongoing improvements in the IT environment and broader organisational strategy.

With excellent incident management, organisations can maintain high service quality, even when things go awry, building trust and long-term success.

Your thoughts?

Now that you’re acquainted with the fundamentals of incident management, we’re eager to hear your views. Have you ever had to manage an incident in your workplace? What approach did you take?

Does this small secret from your IT department make what they do make more sense? Does it explain why you have a good or bad impression of your IT department when you contact them for support? What do they do well? What infuriates you?