Problem Management

Problem Management

Proficiency Level 1
Basic Understanding

Describes goals, objectives, and responsibilities of staff members in problem management.

Identifies commonly occurring types of problems addressed by support staff.

Describes problem reporting and escalation practices.

Differentiates problems and incidents; cites examples of each.

Proficiency Level 2
Working Experience

Tracks and resolves common types of service related problems.

Documents and monitors specific problems while developing solutions for each.

Participates in assessing repeated incidents to determine if there is an underlying problem.

Performs major problem management activities designed to improve the general quality of IT services.

Utilizes procedures for monitoring problem resolution and providing feedback to customers.

Proficiency Level 3
Extensive Experience

Coaches juniors on handling a variety of service related problems.

Identifies and evaluates alternative approaches to resolving service problem.

Estimates costs and benefits of potential solutions and makes recommendations.

Conducts trend and root cause analysis to identify and address recurring problems.

Receives, clarifies and resolves a variety of standard and atypical problems.

Monitors and improves problem reporting, tracking, escalation and resolution.

Proficiency Level 4
Subject Matter Expert

Provides insight into organizing and managing problem management functions.

Contributes to best practices for effective problem resolution.

Designs and implements the processes and best practices used in handling unusual problems.

Leads in the selection, implementation and operation of problem reporting and tracking software.

Develops industry benchmarks within one’s own organization.

Stays abreast on industry and marketplace experiences, vendors and tools; recommends improvements.


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