ITIL problem management is a critical process for ensuring stable and reliable IT services. But many organizations struggle to make it work effectively. Why is it so difficult, and how can you succeed?

The challenges of problem management:

Lack of resources: Problem management requires time, skills and tools. Often there is a lack of dedicated resources, which leads to problem management being neglected.
Reactive instead of proactive: Many organizations focus on resolving acute incidents instead of identifying and addressing underlying problems.
Poor communication: Problem management involves multiple teams and stakeholders. Lack of clear communication can lead to misunderstandings and inefficiencies.
Complexity: IT environments are becoming increasingly complex, making it difficult to identify and analyze root causes of problems.
Resistance to change: Problem management may involve changes in working practices and responsibilities, which may be met with resistance from employees.

How to succeed in problem management:

Set clear objectives and priorities: Define which problems should be prioritized and set measurable objectives for problem management. E.g. start with serious incidents that are widespread and "costly" to the organization.
Do NOT treat problem management as another view/list/"inbox" for incidents like: "We don't have time to solve right now". A clear process with routines, resources and the ability to get to the root cause.
Invest in resources: Make sure there are enough resources in terms of staff, time and tools to tackle problems effectively.
Focus on proactivity: Use trend analysis and other methods to identify potential problems before they cause incidents.
Improve communication: Establish clear communication channels and processes to ensure that all stakeholders are informed.
Use the right tools: Implement tools that support the problem management process, such as incident and problem management systems.
Create a learning culture: Encourage employees to share knowledge and experiences to improve problem management.
Measure and evaluate: Monitor and measure the results of problem management to identify areas for improvement.
Understand the difference between incident and problem management: Incident management is a tactical approach to resolving incidents and restoring operations to their original state. Problem management is a bit more complex and involves taking a more long-term and strategic perspective; trying to identify what is behind an incident, why the incident occurred and what can prevent it from happening again.
Use ITIL 4: ITIL 4 is the latest version of the ITIL framework and includes updated guidelines and best practices for problem management.

There is a lot to think about and many relevant questions! Below are some points to consider in order to properly evaluate your success and balance your cost-effectiveness.

How do we know we have succeeded?

Reduction of incidents:

A clear reduction in recurring incidents related to identified problems is a strong indicator.
Measure the number of incidents per unit of time and compare before and after implementing problem management measures.

Improved accessibility:

Increased availability and stability of IT services is a clear sign of successful problem management.
Measure availability using key performance indicators such as uptime and service level agreements (SLAs).

Increased customer satisfaction:

Fewer interruptions and faster solutions lead to increased customer satisfaction.
Collect feedback from users and customers through surveys and evaluations.

Proactivity:

The ability to identify and address potential problems before they cause incidents is a sign of a mature problem management process.
Measure the number of issues proactively identified and resolved.

Reduced costs:

Effective problem management can reduce the costs of incident response and downtime.
Calculate the costs of incidents and compare before and after implementing problem management measures.

Could it be too costly to find a permanent solution?

Cost-benefit analysis:

Always carry out a thorough cost-benefit analysis before implementing a permanent solution.
Compare the costs of the solution with the potential benefits in terms of reduced incidents, increased availability and increased customer satisfaction.

Risk assessment:

Evaluate the risks of not implementing a permanent solution.
Assess the likelihood and consequences of recurrent incidents and downtime.

Incremental solutions:

Sometimes it can be more cost-effective to implement incremental solutions instead of a comprehensive permanent solution.
Break down the solution into smaller steps and prioritize the most critical components.

When do we know that a workaround is "good enough" and perhaps the most cost-effective solution?

Acceptable level of risk:

A workaround can be "good enough" if it reduces the risk of incidents to an acceptable level.
Define an acceptable level of risk based on the needs and priorities of the organization.

Long-term stability:

A workaround should not lead to long-term instability or increased complexity of the IT environment.
Monitor performance and stability after implementing a workaround.

Cost-effectiveness:

A workaround may be the most cost-effective solution if the costs of a permanent solution are disproportionately high.
Compare the costs of the workaround with the costs of a permanent solution.

Documentation and monitoring:

Always document the workaround carefully and monitor its effectiveness regularly.
Evaluate whether it is possible to implement a permanent solution in the future.

Business implications:

It is important to consider the business implications. If a workaround means that the business has a problem that could lead to lost business, or reputational damage, then it is not an acceptable solution in the long run.

By combining these methods, you can get a more nuanced picture of how well your problem management is working, and how you can balance costs with efficiency.

Conclusion:

Problem management is a challenge, but with the right focus and resources, it can be a success factor. By following these tips, you can improve your organization's ability to manage problems and ensure stable and reliable IT services.

NOTE! Don't underestimate the work, the work has to be done, it doesn't solve itself just because you have a "process" or a tool where there is a function for Problems.

I hope this blog post provides you with valuable insights and inspiration to improve problem management in your organization!

Johan Hansson, ITIL Expert, Synerity

Problem management - a challenge, but not impossible!

KPIs for engagement, efficiency and success