What is the average % of reduction in Incidents you have seen, delivered by Problem Management? Has it been consistent and something that you would be comfortable including in your costing?

Process ManagementCrisis & Incident Management
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IT Manager in Services (non-Government)9 months ago

We have seen a consistent reduction of a (conservative) 2% reduction per quarter that we were comfortable with adding into the cost model.

You do need to consider the following though:
- At some point it is likely to drop as you apply fixes.
- Any Project has the risk of increasing volumes, so you need to be able to exception/explain that
- It only remains a constant when you have a consistent focus on proactivity, which includes areas outside of Problem Management, e.g. technicians.
- Ensure you have cost built into your cost models for the technicians too.

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IT Manager in Energy and Utilities2 years ago

My experience in leaning a Problem Management process resulted in 25% reduction. This initially varied significantly when implemented the changes but then we saw stability.

Including this improvement in costing is a bit difficult in my opinion. A better way is to include incident management improvement in costing rather than problem management.

CTO in Finance (non-banking)2 years ago

A better problem management process avoids recurrence of similar issues. With proper RCA, fix and ownership we have seen consistent drop in problems.
Soon you may find these processes redundant as systems evolve but don't leave the process to maintain the outcome.

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