Problem Management Maturity - Suggestions on improving adoption

[tundesoaga]

I need suggestions on how to improve adoption of the problem management process within my organization. At the moment the prob mgt process exists but other processed such as incident mgt (major incident & outages) and change mgt are not being leveraged to obtain permanent solutions or create known errors for recurring incidents, outages / major incidents.

[Dr Atul G- LNG · Accepted solution]

Hi @tundesoaga 

To effectively use the PRB at a higher level, you need to work hard. It’s all about people's mindset and change adoption. To make it more useful, you should perform data analysis. Start by reviewing incident records from the last 6 months to see how many are recurring and whether a PRB is associated with them. Also, check if there are any knowledge base articles or workarounds. Make a list of these incidents and evaluate whether you can add validation in the incident itself or if it's an education issue.

Similarly, for changes, review how many changes failed in the last year and what actions were taken. Determine if the failure was due to process gaps, technical, or infrastructure issues. This data will provide key points to present to management and help gain buy-in to extend the scope of PRB to include changes and incidents.

I also recommend checking the Now Create documentation related to PRB management for further insights and best practices.

[tundesoaga]

Appreciate your response Atul.