itsmf USA Problem Management Community of Interest

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1 itsmf USA Problem Management Community of Interest How to Assess and Improve Your Problem Management Process Moderator John Clipp Speaker Ted Gaughan Problem Management SIG President ITSM Practice Lead 1

2 About the Speaker: TED GAUGHAN Ted has over 30 years of experience in IT engineering, operations, program/project management and IT service management, and is the ITSM Performance Integration Practice Lead for TechnoLava, LLC. His certifications include PMP, IT Project+ Professional, ITIL Expert, ISO/IEC Consultant, Process Design Engineer (CPDE) and TIPA LeadAssessor. He is an ITSM leads TechnoLava IT best practice transformation efforts IT process baseline assessments, process and workflow design / development, and performance integration mentoring and coaching. Ted is co-author of The Definitive Guide to IT Service Metrics (offered in the itsmf Thought Leadership Series) and the Control Account Manager s Handbook An Earned Value Management Best Practice Reference. ITIL is a registered trademark of Axelos, Ltd. 2

3 AGENDA: Problem Management Overview Process Assessment Process Process Reference Model (PRM) Process Assessment Model (PAM) Measurement Framework Problem Management Process Assessment Problem Management Purpose & Expected Outcomes Problem Management Baseline Practices Process Attributes 3

4 Problem Management Overview: Problem: The cause of one or more Incidents (symptoms). Problem Management Objectives: Prevent problems & associated incidents Eliminate recurring incidents Minimize the number & impact of unpreventable incidents How it is done: Diagnosing the root cause Determine resolution of problems Document, maintain & report on information about problems known errors workarounds resolutions 4

5 Process Reference Model (PRM) A Process Reference Model describes a set of one or more processes in terms of purpose and expected outcomes. ITIL 2011 Service Lifecycle Processes Service Strategy Strategy Management Financial Management for IT Services Demand Management Service Portfolio Management Business Relationship Management Service Design Design Coordination Service Catalogue Management Service Level Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Supplier Management Service Transition Transition Planning and Support Change Management Service Asset and Configuration Management Release and Deployment Management Service Validation and Testing Change Evaluation Knowledge Management Service Operation Incident Management Request Fulfillment Event Management Access Management Problem Management Continual Service Improvement 7-Step Improvement Process 5

6 Domain: Problem Management Scope Assess & Improve Your Problem Management Process Process Reference Model (PRM) Activities required to diagnose the root cause of incidents Determine the resolution to the root causes Ensure resolution implementation adheres to control procedures Change & Release & Deployment Management Maintain information about Problems, Workarounds & Resolutions SKMS (KEDB, Incidents, RFCs, etc.) Reactive & Proactive Problem Management ITIL 2011 Service Operation, p. 97 ITIL is a registered trademark of Axelos, Ltd. 6

7 Process Assessment Model (PAM) A conformant Process Assessment Model is one: that is suitable for the purpose of process assessment; whose relevant elements are mapped to the processes described in a selected conformant Process Reference Model(s), and to the relevant process attributes defined in ISO/IEC ; that is based upon a set of indicators for use during an assessment to gather the information about processes and process attributes; that has a formal and verifiable mechanism for expressing the information gathered using the Process Assessment Model into process attribute ratings as defined in ISO/IEC

8 Process Assessment Model (PAM) ISO/IEC Part 1: Concepts and vocabulary Part 2: Performing an assessment Part 3: Guidance on performing an assessment Part 4: Guidance on use for process improvement and process capability determination Part 5: An exemplar Process Assessment Model Part 6: An exemplar system life cycle process assessment model [Technical Report] Part 7: Assessment of organizational maturity [Technical Report] 8

9 Process Assessment Process ISO/IEC :2003(E) Figure 1 The normative elements of ISO/IEC

10 Process Assessment Process Planning Data Collection Data Validation Process Attributes Rating Assessment Reporting 10

11 Measurement Framework Capability Levels Assess & Improve Your Problem Management Process Optimizing The process is continuously improved to meet relevant current and projected business goals. Predictable The process operates within defined limits to achieve its process outcomes. 5 OPTIMIZING 5.2 Process Optimization 5.1 Process Innovation 4 PREDICTABLE 4.2 Process Control 4.1 Process Measurement Established The process is defined and capable of achieving its process outcomes. 1 PERFORMED 1.1 Process Performance 0 INCOMPLETE 3 ESTABLISHED 3.2 Process Deployment 3.1 Process Definition 2 MANAGED 2.2 Work Product Management 2.1 Performance Management Managed The process is managed and work products are established, controlled and maintained. Performed The implemented process achieves its process purpose. Incomplete The process is not implemented or fails to achieve its purpose. 11

12 Measurement Framework Process Attributes Assess & Improve Your Problem Management Process Level 0: Incomplete process The process is not implemented, or fails to achieve its process purpose. At this level there is little or no evidence of any systematic achievement of the process purpose. [ISO/IEC , 5.1] Level 1: Performed process The implemented process achieves its process purpose. The following attribute of the process demonstrates the achievement of this level: [ISO/IEC , 5.2] PA 1.1 Process performance attribute The process performance attribute is a measure of the extent to which the process purpose is achieved. As a result of full achievement of this attribute: a) the process achieves its defined outcomes. [ISO/IEC , 5.2.1] 12

13 Measurement Framework Process Attributes Assess & Improve Your Problem Management Process Level 2: Managed process The previously described Performed process is now implemented in a managed fashion (planned, monitored and adjusted) and its work products are appropriately established, controlled and maintained. The following attributes of the process, together with the previously defined attributes, demonstrate the achievement of this level: [ISO/IEC , 5.3] PA 2.1 Performance management attribute The performance management attribute is a measure of the extent to which the performance of the process is managed. As a result of full achievement of this attribute: a) objectives for the performance of the process are identified; b) performance of the process is planned and monitored; c) performance of the process is adjusted to meet plans; d) responsibilities and authorities for performing the process are defined, assigned and communicated; e) resources and information necessary for performing the process are identified, made available, allocated and used; f) interfaces between the involved parties are managed to ensure both effective communication and also clear assignment of responsibility. [ISO/IEC , 5.3.1] PA 2.2 Work product management attribute The work product management attribute is a measure of the extent to which the work products produced by the process are appropriately managed. (a.- d.) [ISO/IEC , 5.3.2] 13

14 Measurement Framework Process Attributes Assess & Improve Your Problem Management Process Level 3: Established process The previously described Managed process is now implemented using a defined process capable of achieving its process outcomes. The following attributes of the process, together with the previously defined attributes, demonstrate the achievement of this level: [ISO/IEC , 5.4] PA 3.1 Process definition attribute The process definition attribute is a measure of the extent to which a standard process is maintained to support the deployment of the defined process. (a. e.) PA 3.2 Process deployment attribute The process deployment attribute is a measure of the extent to which the standard process is effectively deployed as a defined process to achieve its process outcomes. (a. f.) 14

15 Measurement Framework Process Attributes Assess & Improve Your Problem Management Process Level 4: Predictable process The previously described Established process now operates within defined limits to achieve its process outcomes. The following attributes of the process, together with the previously defined attributes, demonstrate the achievement of this level: [ISO/IEC , 5.5] PA 4.1 Process measurement attribute The process measurement attribute is a measure of the extent to which measurement results are used to ensure that performance of the process supports the achievement of the relevant process performance objectives in support of defined business goals. (a. f.) PA 4.2 Process control attribute The process control attribute is a measure of the extent to which the process is quantitatively managed to produce a process that is stable, capable, and predictable within defined limits. (a. e.) 15

16 Measurement Framework Process Attributes Assess & Improve Your Problem Management Process Level 5: Optimizing process The previously described Predictable process is continuously improved to meet relevant current and projected business goals. The following attributes of the process, together with the previously defined attributes, demonstrate the achievement of this level: [ISO/IEC , 5.6] PA 5.1 Process innovation attribute The process innovation attribute is a measure of the extent to which changes to the process are identified from analysis of common causes of variation in performance, and from investigations of innovative approaches to the definition and deployment of the process. (a. e.) PA 5.2 Process optimization attribute The process optimization attribute is a measure of the extent to which changes to the definition, management and performance of the process result in effective impact that achieves the relevant process improvement objectives. (a. c.) 16

17 Measurement Framework Rating Scale Assess & Improve Your Problem Management Process Not achieved little or no evidence of achievement of the defined attribute. Partially achieved some evidence of an approach to, and some achievement of, the defined attribute. Largely achieved evidence of a systematic approach to, and significant achievement of, the defined attribute. Fully achieved evidence of a complete and systematic approach to, and full achievement of, the defined attribute. N Not achieved 0 to 15 % achievement P Partially achieved > 15 % to 50 % achievement L Largely achieved > 50 % to 85% achievement F Fully achieved > 85 % to 100 % achievement 17

18 Process Assessment - Purpose & Expected Outcomes Purpose Expected Results The purpose of the Problem Management process is to manage the lifecycle of all problems from first identification through further investigation, documentation and eventual removal (ITIL Service Operation: p. 97). As a result of successful implementation of the Problem Management process: 1. Problem management policies and procedures are defined (ITIL 2011 Service Operation: p. 98). 2. Problem management includes addressing both reactive and proactive problems (ITIL 2011 Service Operation: p. 97). 3. Major problem reviews are conducted (ITIL 2011 Service Operation: p. 97). 4. Unresolved problems with identified workarounds are documented and recorded in a known error database (KEDB) (ITIL 2011 Service Operation: p. 97). ITIL is a registered trademark of Axelos, Ltd. 18

19 Process Assessment - Purpose & Expected Outcomes Expected Results 5. Problems are recorded / logged and tracked separately from incidents (ITIL 2011 Service Operation: p. 98). 6. Problem records are stored and managed in a single management system (ITIL 2011 Service Operation: p. 98). 7. Problems are tracked, managed and communicated throughout their lifecycle (ITIL 2011 Service Operation: pp ). 8. Problem management procedures define the standard methods / techniques for reactive and proactive problem detection, categorization, prioritization, investigation and root cause analysis, recording, resolution, and formal closure (ITIL 2011 Service Operation: pp ). 19

20 Process Assessment - Base Practices (from PRM) Base Practices 20

21 Process Assessment - Base Practices (from PRM) Base Practices 21

22 Process Assessment Process Attributes 22

23 Process Assessment Process Attributes 23

24 Process Assessment Process Attributes 24

25 Process Assessment Process Attributes 25

26 PROBLEM MANAGEMENT SIG SURVEY What IT Service Management Tool are you using for Problem Management? a) BMC Remedy b) FrontRange HEAT c) HP Service Manager d) ServiceNow e) Other 26

27 Assessment Report Assess & Improve Your Problem Management Process At minimum, the assessment record shall contain: a) the date of the assessment; b) the assessment input; c) the identification of the objective evidence gathered; d) identification of the documented assessment process; e) the set of process profiles resulting from the assessment (i.e. one profile for each process assessed); f) the identification of any additional information collected during the assessment 27

28 Attribute Ratings N Not achieved 0 to 15 % achievement P Partially achieved > 15 % to 50 % achievement L Largely achieved > 50 % to 85 % achievement F Fully achieved > 85 % to 100 % achievement [ISO/IEC , ] 28

29 Attribute Ratings Assess & Improve Your Problem Management Process 29

30 Attribute Ratings Assess & Improve Your Problem Management Process 30

31 Attribute Ratings Assess & Improve Your Problem Management Process 31

32 Assessment Report Process Profiles 32

33 Assessment Report Process Profiles 33

34 Assessment Report Process Profiles 34

35 Assessment Report Process Assessment Gap Analysis 35

36 Assessment Report Recommendations 36

37 QUESTIONS? 37

38 Committee Members Presenters Moderators Suggested Topics itsmf USA Problem Management CoI We Need You! Interested? Contact us via at: Problem Management CoI: Problem Management CoI website: LinkedIn itsmf Problem Management CoI Group: /about Follow us on Twitter Or 38

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