Problem Management: Challenges and Opportunities - Part 3

“We have Process definition, Tool with problem management enabled & Data related to Incidents and also Incident Resolution Categorization information though it’s not 100%, we still can go ahead and use” Rajeev says.

“Criteria’s are also well established” Raghu adds.

“We have identified Problem Analysts from each service delivery groups and also training has been provided to all” Narasimha points out.

“We should have dedicated team as we have for change management and dedicated team on defined frequency should perform trending using statistical tools” Agastya says and continues “Unless and until we have dedicated team and members awareness on the concept, we will not be able to achieve the required outputs”

“Agree as discussed with you Agastya, we will identify team & members to perform the problem management activities” Madhu Raj clarifies.

“There are many freeware tools available which can be interfaced with our ticketing tool; the analytic tools will help in Data analysis, discovery & visualization and provides insight view on the incident trends which will help us in identifying the focus areas” Narasimha explains.

“With Information of resolution categorization in ticketing tool, the analytical/statistical tool can identify the focus areas using Pareto charts” Raghu says.

“Till today; we have not put our focused effort on problem management, to provide value and to gain client’s confidence in terms of service delivery we should focus on proactive management” Prashanth Says.

“We have identified what needs to be done and we know the challenges, issues and also more importantly now, we have common understanding on the concept & practice so it’s better late than never, let’s kick start” Prashanth says with excitement.

“To answer Praveen point on problem management brings breakthrough; yes it might in the culture and Problem Management will mainly help in providing permanent solution to the incidents which are reoccurring which will gradually reduce incidents with respect to applications & infrastructure there by hardening/stabilizing the applications, minimizes failures & business impact and also helps in achieving better first time fix rates; Finally practice or culture establishes client confidence in our service delivery there by business growth” Agastya explains in detail.

“Absolutely, we got to show progress towards Reactive to Proactive and Corrective to Perfective” Madhu Raj Concludes.