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IT problem management: Techniques and best practices

IT problem management might sound straightforward – identify the issue, fix it, and move on – but it’s often more complicated. Beneath every recurring disruption lies a root cause that could continue to cause headaches if left unchecked.

Let’s explore how a strategic problem management process can boost efficiency and help IT teams resolve core issues rather than just the symptoms.

What is problem management?

IT problem management resolves the underlying issues that cause repetitive incidents. Using root cause analysis, and their teams investigate system behavior to spot vulnerabilities that might trigger recurring issues. 

Problem management prioritizes fixes that maximize stability and performance within IT (ITSM). This contrasts with incident management – another necessary part of ITSM. is a reactive process that quickly resolves individual service disruptions to restore normal operations.

Essentially, IT project managers use incident management to quickly restore services after disruptions, whereas problem management systems analyze root causes to prevent recurrence.

Key benefits of problem management in IT

The problem management process is a vital function of an IT team. Here are just a few benefits it provides to the larger organization:

• Managing task dependencies: Defined workflows clarify the sequence of tasks, simplifying investigations and resolutions.

• Ensuring cross-team collaboration: Regular knowledge-sharing and joint review sessions facilitate communication between technical and nontechnical teams.

• Reducing recurring disruptions: IT teams that resolve root causes can prevent repeated incidents, stabilizing operations over time.

• Optimizing resource allocation: Teams with streamlined processes can focus on lasting fixes rather than temporary workarounds.

Steps in the problem management process

IT problem management follows several standardized stages to resolve recurring issues. Here’s an overview of the problem management process:

1. Problem identification

An IT team gathers data from incident records, system alerts, and user feedback to find recurring patterns that signal a deeper issue. Once the same incident appears repeatedly, they log it as a potential problem for further analysis.

2. Problem classification and prioritization

After identifying a potential problem, the IT team classifies it based on its nature and impact. The team assigns a severity level that reflects how the issue affects operations. This classification – plus prioritization tools like Pareto analysis – directs attention and resources to problems that disrupt critical services.

3. Root cause analysis

Analysis breaks down the sequence of events leading to the problem. Methods such as the Five Whys and cause-and-effect diagrams help separate symptoms from causes.

4. Solution identification and implementation

Once the team determines the root cause, they review possible fixes and choose a solution based on its ability to address the identified cause. The team first tests the solution in a controlled setting before deploying it across the affected system. They monitor the fix to confirm it works as intended.

5. Problem resolution and closure

When the solution is validated, the team marks the problem as resolved. They update documentation with details of the incident, findings from the root cause analysis, the chosen solution, and lessons learned. This record provides a reference to prevent future occurrences.

Roles and responsibilities in problem management 

IT project managers must clearly define roles during problem management to ensure the team tackles root causes rather than merely responding to individual incidents. The following problem management roles and responsibilities help reduce incident frequency and improve overall system stability:

Problem manager

The problem manager leads the problem management process. They coordinate data collection and communicate findings to technical teams and business stakeholders. They are also responsible for updating documentation and driving continuous process improvement.

Incident managers and analysts

These managers review incident records and system alerts to identify patterns indicating underlying issues. Their analysis supports problem management by linking individual incidents to broader operational challenges.

Change management team

This team evaluates and implements system modifications that address the root causes of recurring issues. They plan and test changes to minimize disruption while translating analytical findings into fixes.

IT service desk

As users’ first point of contact, the IT service desk records incidents and gathers critical details. Their frontline observations often reveal recurring issues, providing the initial data for problem investigations.

Configuration management team

This team maintains accurate records of IT assets and system configurations. Their up-to-date information links incidents to specific components and supports targeted investigations into recurring faults.

Knowledge management team

Knowledge management is responsible for compiling and organizing documentation. This team maintains a repository of known errors, workarounds, and resolution steps. Their work equips technical teams with the necessary information to quickly resolve similar issues.

KPIs for tracking problem management 

Effective problem management maintains IT service quality and minimizes disruptions. Monitoring key performance indicators (KPIs) provides insights into the efficiency and effectiveness of problem management processes. Here are essential KPIs to consider:

Mean time to resolution (MTTR)

MTTR measures the average time to resolve problems from identification until a permanent solution is implemented. A shorter MTTR indicates a more efficient problem management process, reflecting the organization’s ability to resolve issues quickly.

Problem recurrence rate

This KPI tracks the frequency at which previously resolved problems reoccur. A high recurrence rate suggests root causes haven’t been effectively addressed, leading to repeated incidents. Monitoring this metric helps organizations assess the long-term effectiveness of their problem resolutions and identify areas for improvement.

Average time for root cause analysis

This metric measures the average duration required to diagnose problems and pinpoint their root causes. Efficient root cause analysis assists in timely problem resolution and prevention of future incidents. 

Percentage of problems addressed

This KPI calculates the proportion of potential problems identified and addressed proactively before resulting in incidents. A higher percentage indicates a successful problem management strategy focused on prevention, reducing incidents, and enhancing service stability.

IT problem management best practices

Strong best practices ensure IT teams stay on track during problem management. Following these tips will ensure your IT team resolves problems in record time.

Implement proactive problem detection

Proactive problem detection asks IT teams to identify potential issues before they escalate into significant incidents. Teams can achieve this by analyzing incident report trends and utilizing predictive analytics to foresee and mitigate problems.

Maintain clear documentation

Teams that create detailed records of problems – including their symptoms, root causes, and resolutions – create a valuable knowledge base. This repository aids in quicker diagnosis and resolution of future issues, as teams can reference past incidents to identify patterns and solutions.

Encourage cross-team collaboration

Complex problems often span multiple systems and departments. Teams that collaborate can solve these issues more efficiently. Routine cross-functional meetings and integrated communication channels break down silos.

Leverage automation in problem tracking

Automated problem management tools streamline problem management, from initial detection to resolution tracking. Automated monitoring systems help identify anomalies early, while automated workflows ensure problems are promptly logged, assigned, and addressed.

Conduct failure mode and effects analysis (FMEA)

FMEA identifies potential failure points within a system and assesses their impact. Organizations that systematically analyze possible failure modes can prioritize issues based on their severity and likelihood.

Establish a dedicated problem management team

Leadership must commit resources to problem management to ensure focused attention on issue resolution. A dedicated team oversees the problem management process from detection to resolution and documentation.

Promote a culture of continuous improvement

An organizational culture that values learning from incidents will enjoy ongoing improvements. Your IT team should regularly review resolved problems and implement feedback loops to help refine processes.

Problem management with Tempo’s ITSM

Tempo’s ITSM problem management tools enhance problem management processes with automated tracking, real-time reporting, and insightful KPI dashboards. By integrating with Jira Service Management, they streamline issue tracking and ensure efficient resolution.

Maximize your team’s efficiency using and to make the most of time and teams, for KPI tracking, for precise time management, and for program and service managemen. Explore Tempo’s today to transform your problem management strategy.