Gartner Research

Optimize Your Problem Management Process in Nine Steps

Published: 11 June 2015

ID: G00276807

Analyst(s): Hank Marquis, George Spafford

Summary

I&O leaders tend to overemphasize the use of tools to manage problems, with less emphasis placed on the process of managing problems. This research provides guidance to I&O leaders on how to build an optimal problem management process in order to be successful.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Establish Why Problem Management Matters
  • Define and Assign Problem Management Roles
  • Use the Nine-Step Process
    • Step 1: Create the Record and Assign a Problem Analyst
    • Step 2: Identify the Symptomology
    • Step 3: Identify the Root Cause and/or Contributing Factors
    • Step 4: Identify Potential Solutions and Work-Arounds
    • Step 5: Identify the Recommended Approach
    • Step 6: Present Findings and Recommendation to Management
    • Step 7: Track Through to Implementation
    • Step 8: Monitor and Report on Results
    • Step 9: Identify Continual Improvement Opportunities

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