Problem management process activities

Problem management activity descriptions

PM. 101

Critical incident/post incident report

Purpose

To ensure all declared Critical incidents are managed to resolution via the Problem Management process.

Trigger

Completion of a Post Incident Report

Inputs

A completed Post Incident Report

Description

Raising a problem investigation to identify root cause and solution.

Outputs

Proceed to activity PM.102

PM. 102

Problem identification and classification

Purpose

Identification and classification of the problem being raised and to help provide information if the problem investigation should proceed.

Trigger

A raised problem record

Inputs

Refer to the varied problem triggers

Description

The identification and classification will be used to provide an accurate problem statement, product affected and the prioritisation of the problem using the impact and urgency.

Outputs

Creation of a Problem Record

PM. 103

Approved for analysis?

Purpose

To determine if the problem investigation is to proceed.

Trigger

Raised problem record in an Under Review status.

Inputs

A raised problem record

Description

During the analysis, it?s important to review the purpose of the problem investigation by establishing if there isn?t a current problem raised or if the raised problem record does not merit an investigation (enhancement request).

Outputs

If approved, go to PM.105

If rejected, go to PM.104

PM. 104

Provided feedback and cancel problem

Purpose

Reduce the amount of duplicated or non-required problem investigation.

Trigger

A rejected problem investigation.

Inputs

A raised problem record for review

Description

Provide feedback by placing information within the problem record on why the decision was made, then cancel the problem investigation by selecting the appropriate status reason.

Outputs

Cancel Problem record.

PM. 105

Validate categorisation and priority

Purpose

Maintain accuracy and quality of Problem investigations raised.

Trigger

An approved problem investigation.

Inputs

Problem record

Description

Once the Problem Co-ordinator has approved the problem record for analysis. The Problem Co-ordinator will review and Validate Categorisation & Prioritisation of the problem record.

Outputs

If priority of Problem is either High or Critical, this will be addressed to PRB.

If priority of Problem is Low or Medium, proceed to PM.108

PM. 106

Meets problem review board (PRB) criteria

Purpose

Problem Review Board will review all problems with a priority of either Critical.

Trigger

Problem record where it has been reviewed by the Problem Coordinator.

Inputs

Problem record

Description

Problem review board will have visibility of all Critical and High priority problems within the Department of Education environment.

Outputs

PM.107

PM. 107

Conduct risk assessment and final prioritisation

Purpose

Risk Assessment regarding the problem investigation, final prioritisation and any disputes of the Problem owner.

Trigger

Problem investigation has meet the PRB criteria

Inputs

Problem record

Description

Risk Assessment regarding the problem investigation, final prioritisation and any disputes of the Problem owner.

Outputs

PM.108

PM. 108

Investigation and diagnosis (root cause analysis)

Purpose

Utilise the Kepner and Fourie Root Cause Analysis methodology to identify technical cause.

Trigger

Approved problem investigation

Inputs

Problem record, Kepner and Fourie (CauseWise) templates

Description

Kepner and Fourie root cause analysis methodology is the standard for all ITD staff and should be used to identify root cause of problems.

Outputs

PM.109

PM. 109

Is a workaround available?

Purpose

Identify a suitable workaround that can be utilised by affected users/customers.

Trigger

Once root cause analysis has been conducted.

Inputs

Findings from root cause analysis.

Description

Identify a suitable workaround that can be used by affected users and customers.

Outputs

PM.110

PM. 110

Develop and test workaround

Purpose

Develop and testing the proposed workaround.

Trigger

Once workaround has been identified

Inputs

Findings from root cause analysis.

Description

Problem specialist is to develop and test the workaround before making it public viewing for users.

Outputs

Preparing the workaround to be peer reviewed and accepted by the Problem Coordinator. PM.111

PM. 111

Validate and approve workaround

Purpose

Peer review the workaround before promoting its use via problem record and/or Knowledge Article.

Trigger

Once root cause analysis has been conducted.

Inputs

Findings from root cause analysis.

Description

Problem Coordinator is to peer review the proposed workaround by testing and validating the solution.

Outputs

PM.113

PM. 112

Is a known error identified?

Purpose

Ensuring if a workaround does not exists, the root cause of the problem has been identified by investigating and proposing a solution.

Trigger

No workaround has been identified

Inputs

Findings from root cause analysis.

Description

Before proceeding to investigate a solution, it best to identify a known error/cause.

Outputs

PM.113

PM. 113

Create know error record

Purpose

Creating a known error record illustrating the symptoms a user will experience, the cause and workaround.

Trigger

Cause of the problem is known

Inputs

Cause of the problem is known

Description

Create a known error record by inputting all relevant information, allowing storage of previous knowledge of incidents and problems and how they were overcome. Allowing quicker diagnosis and resolution if they occur.

Outputs

PM.113

PM. 114

Investigate and propose solution

Purpose

Investigation will be performed to identify if a permanent fix is available.

Trigger

Root cause is known

Inputs

Known Error record created

Description

After investigation if a solution is available to resolve the known error.

Outputs

PM.115

PM. 115

Permanent fix available?

Purpose

Identify and assess if a permanent fix is available.

Trigger

Assessment if a permanent fix is available

Inputs

Known Error record

Description

Based on the technology and shelf life of the product, a problem/known error may remain open as the cost associated to resolving may not exceed the return on investments or the product is being decommissioned.

Outputs

PM.116 or PM.117

PM. 116a

Escalation required?

Purpose

Confirming if the problem solver team have the required knowledge to identify a permanent solution.

Trigger

No permanent fix available

Inputs

Known Error record

Description

If no permanent fix is available, it?s the responsibility of the problem coordinator to escalate the matter with the Problem Owner to arrange suitable resources to identify a permanent solution.

Outputs

If not escalation required proceed to PM.114, if escalation required proceed to PM.116b

PM. 116b

Escalation conducted

Purpose

To mobilise additional subject matter experts from teams within ITD or external suppliers, to provide expertise.

Trigger

There are no resources available to provide a permanent solution.

Inputs

Confirmation there are no available resources to provide a permanent solution

Description

Escalation of problem to the relevant specialist group (includes vendor) in order to further investigate the Problem

Outputs

PM.114

PM. 117

Develop proposed solution

Purpose

Problem specialist is to develop and propose the solution for review and approval by the problem coordinator

Trigger

Permanent fix is available

Inputs

Proposed solution

Description

Ensuring the solution is proposed and reviewed by the problem coordinator

Outputs

PM.118

PM. 118

Review and approve proposed solution

Purpose

Problem Coordinator is to review and validate the proposed solution and verify the solution will remediate and resolve the problem.

Trigger

Proposed solution

Inputs

Proposed solution is to be documented using the proposed solution template

Description

Ensuring the solution is peer reviewed and approved for completion or if it meets the PRB criteria, it will need to be prepared for PRB review.

Outputs

PM.106

PM. 119

Review proposed solution

Purpose

Problem Review Board is to review and approve the proposed solution, for all critical priority problems.

Trigger

Problem coordinator approved solution for PRB review

Inputs

Problem coordinator approved solution for PRB review

Description

Ensuring the solution is reviewed and approved by the PRB

Outputs

PM.120

PM. 120

Solution approved?

Purpose

Approval of solutions which could potentially impact commercial relationships and/or DoE reputation, as well as resource utilisation and service efficiency:

Trigger

Problem coordinator approved solution for PRB review

Inputs

Problem coordinator approved solution for PRB review

Description

Ensuring the solution is reviewed and approved by PRB.

Outputs

Rejected PM.121 or Accepted Problem Coordinator or specialist is to initiate the solution using the ITD Change Management process.

PM. 121

Communicate feedback and next steps

Purpose

PRB may have rejected the solution based on commercial, risk or reputation to DoE. Feedback it to be provided to the Problem coordinator to amend the solution based on feedback.

Trigger

Rejected solution

Inputs

Solution that has been rejected

Description

Any feedback received by the PRB will be provided to the Problem Coordinator to adjust the solution based on PRB recommendation.

Outputs

Feedback provided to Problem Coordinator PM.118

PM. 122

Problem resolved?

Purpose

Review the accuracy and effectiveness of the resolution by confirming the problem is now resolved.

Trigger

Completion of the change record/s

Inputs

Completion of the ITD Change Management process.

Description

Once the solution has been implemented, the Problem coordinator will review the success of the resolution.

Outputs

If the problem still exists PM.117 or if problem resolved PM.123

PM. 123

Review problem resolution

Purpose

The review and validation of the resolution of a problem and ensuring a Problem with either Critical, it will be assessed by PRB.

Trigger

Confirmation by the Problem Coordinator problem is resolved

Inputs

Resolved Problem

Description

Preparing the review of the problem resolution in readiness of PRB review, only if it meets the PRB criteria of either Critical or High priority.

Outputs

PM.124

PM. 124

Problem/knows error closure

Purpose

Closure of all relating Problems, Known Errors and relating incidents if applicable, if problem is Critical will require PRB approval. For Critical and High priority problems a problem closure report is to be completed.

Trigger

Approval the problem is now resolved by validating with affected users/customers.

Inputs

Confirmation by affected users?/customers problem is now resolved.

Description

Closure of problem and known error records.

Outputs

PM.106

PM. 125

Review problem closure

Purpose

PRB are to review the resolution of either Critical priority problems.

Trigger

Problem closure approved by problem Coordinator and Service Owner

Inputs

Confirmation by affected users/customers problem is now resolved.

Description

Closure of problem and known error records.

Outputs

PM.126

PM. 126

Problem closure approved?

Purpose

PRB are to provided confirmation if any re-work is required within the Problem Closure Report before they can accept problem closure.

Trigger

Review Problem Closure Report by all PRB members

Inputs

Problem Closure Report reviewed by all PRB members.

Description

Validating if Problem Closure can be provided or is there additional work required within the report.

Outputs

Accepted feedback is provided to problem coordinator for closure if rejected proceed to PM.127

PM. 127

Communicate feedback and next steps

Purpose

Feedback is to be communicated to the problem coordinator or owner, where updates are to be made.

Trigger

Rejected Problem Closure Report

Inputs

Reject problem closure report

Description

Feedback has been provided to correct the problem closure report.

Outputs

PM.128

PM. 128 Update problem closure based on PRB feedback

Purpose

Problem coordinator is to review the feedback and make changes. Where the Problem Closure Report will require an approval by all parties before by addressed to PRB

Trigger

Updated PRB comments received

Inputs

PRB comments

Description

Problem Coordinator to update Problem Closure Report with PRB comments and ensure Problem closure report is approved by Problem Owner and Service Owner before being reviewed again by PRB.

Outputs

PM.125

Problem closure review activity description

PCR. 101

Meets problem review board criteria

Purpose

All problems requested by the Problem Review Board to be monitored, will meet the criteria.

Trigger

Problem is ready for closure

Inputs

Problem Resolution or if Problem is unable to be remediated and will require a project initiated or in the rare case, a risk is to be raised as a solution to the problem is not possible.

Description

Problem Owner will be required to assess the readiness of a problem and its closure.

Outputs

PCR.102

PCR. 102

Create/Update/Modify Problem Closure Report

Purpose

The creation, update or modification of a problem closure report.

Trigger

Problem is being monitored by Problem Review Board or where the service owner has requested an update to the problem report, or if the Problem process owner has also requested an update or if the Problem Review Board has requested an update to the problem report.

Inputs

PCR.104, PCR.114a, PCR.114b

Description

Problem Owner will be required to assess the readiness of a problem and its closure.

Outputs

PCR.103

PCR. 103

Service Owner Review

Purpose

Service owner to review problem closure report ensuring all aspects within the report have been endorsed for circulation to PRB and ITD Leadership team.

Trigger

Problem is being monitored by Problem Review Board or where the service owner has requested an update to the problem report, or if the Problem process owner has also requested an update or if the Problem Review Board has requested an update to the problem report.

Inputs

PCR.102

Description

Service Owner to review problem.

Outputs

PCR.102, PCR.104

PCR. 104

Service Owner Endorsed

Purpose

Service Owner to endorse or not approve problem closure.

Trigger

Once service owner reviewed problem closure report.

Inputs

PCR.103

Description

Service Owner will either endorsed circulation of the problem closure report or will not approve, requiring the problem closure report to be reviewed and updated by problem owner.

Outputs

PCR.102, PCR.104

PCR. 105

Process Owner Review

Purpose

Process Owner to review and ensure its standards is ready for Problem Review Board circulation.

Trigger

Once Service Owner has endorsed Problem closure.

Inputs

PCR.104

Description

Process owner will review the problem closure report ensuring all information supplied is factual and accurately supplied.

Outputs

PCR.106

PCR. 106

Ready for PRB circulation

Purpose

To ensure the problem closure report is ready for PRB circulation or it will require further clarification from the Problem Owner.

Trigger

Once Service Owner has endorsed Problem closure.

Inputs

PCR.104

Description

After reviewing the problem closure report, if there are any corrections required this will require the review of the problem owner or if it?s ready for circulation, this can now be circulated to PRB members.

Outputs

PCR.107, PCR.113

PCR. 106b

Prepare/Send Feedback to Service Owner

Purpose

Process owner to consolidate all feedback received from PRB as a result of the non-approval, then have it reviewed by the Service owner.

Trigger

PRB have not approved problem closure.

Inputs

PCR.108a

Description

As a result of PRB not approving problem closure, all feedback is to be captured and provided to the service owner for review and consultation with problem owner.

Outputs

PCR.114b

PCR. 108a

PRB Approval

Purpose

Problem Review Board members will review and endorsed the closure of all problems.

Trigger

Process Owner will circulate the problem closure report.

Inputs

PCR.107

Description

Problem review board members will be required to review the contents of the problem closure report and provide their endorsement of closure. If it has not been approved this will be captured as feedback.

Outputs

PCR.106b, PCR.108b

PCR. 108b

Any feedback for Service Owner

Purpose

Even though the problem closure report may have been endorsed, if there are any feedback required, it will be sent back to the service owner/problem owner for review.

Trigger

PRB have endorsed problem closure.

Inputs

PCR.108a

Description

After PRB have endorsed endorsement o problem closure report Problem Review Board members will provide

Outputs

Prepare and Send Feedback to Service Owner, PCR.109

PCR. 109

ITD Leadership Criteria

Purpose

Ensure Problem Closure Reports that meet the criteria to circulate to ITD Leadership has been meet.

  • Budget allocation to permanently resolve known error/problem
  • ITD resources outside of BAU capacity
  • Approval of residual risks
  • Or if a PRB member has recommended the escalation to the ITD Leadership team.

Trigger

Problem Closure Report has been endorsed by ITD Leadership team and has meet the criteria.

Inputs

PCR108b

Description

Problems that require review and possibly an approval on either a budget allocation, additional resources and/or approval of residual risk.

Outputs

PCR.110

PCR. 110

ITD Leadership Review

Purpose

ITD Leadership team will review problem closures and will be required to review approve items that cover the following aspects:

  • Budget allocation to permanently resolve known error/problem
  • ITD resources outside of BAU capacity
  • Approval of residual risks

Trigger

Problem closure report has meet the criteria where the ITD leadership team are required to review and endorse aspects ranging from budget, additional resources and/or residual risks.

Inputs

PCR.110

Description

ITD Leadership team are to review and address problem closures that have meet the criteria.

Outputs

PCR.111

PCR. 111

ITD Leadership Endorsed

Purpose

Approve or not approve aspects of the problem closure.

Trigger

Review of Problem closure.

Inputs

PCR.110

Description

ITD Leadership team will either endorse or not approve the closure of the problem based on the criteria; additional budget allocation, additional ITD resources outside of BAU capacity and/or approval of residual risk.

Outputs

PCR.106b, PCR.112

PCR. 112

Problem closure

Purpose

Ensure all aspects of the problem have been closed. Process owner has performed the activities required to close off the problem within the Remedy Problem record.

Trigger

Problem Review Board and ITD Leadership team have endorsed problem closure report.

Inputs

PCR.109, PCR.111

Description

Process owner will commence to close the procedure by ensuring the Problem Closure Reports have been closed and captured appropriately within the Remedy Problem Management.

Outputs

Procedure End.

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