1. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Problem Management

2. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Purpose Improve the quality of EITS services Reduce the cost of supporting EITS clients Increase Help Desk capacity Improve the EITS image

3. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Terms Problem - A problem is a condition often identified as a result of multiple Incidents that exhibit common symptoms. Incident – Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service.

4. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Process Trend Analysis Root Cause Analysis Change Management Reporting

5. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Risks What is a problem? Competition for resources to resolve problems Some problems have no solution Loss of focus on project work from core teams Cost of problem management itself Success Help desk capacity increased Client satisfaction increased EITS effort is continuously “client focused”

6. THE UNIVERSITY OF GEORGIA Office of the Chief Information Officer Enterprise Information Technology Services Incident Management Monitoring Incidents over 2 weeks old Incidents require a immediate work-around or “no solution” Includes only incidents from clients that passed through the help desk