1. Information Services, Griffith University Problem Management Implementation Service Desk Project Phase 2 Project 2163520

2. Problem Management Process Problem Management is designed to identify structural weaknesses in the infrastructure as well as in operations, remove these issues, and therefore increase services availability. This process, whilst it has reactive elements, differs from the Service Desk and Incident Management in that it has a strong pro-active element. Unlike Incident Management, which focuses on restoring service as quickly as possible, Problem Management is focused in finding structural solutions and implementing them via Change Management. Information Services, Griffith University The objective of Problem Management is to minimise the adverse impact of Incidents and Problems on the business that are caused by errors within the Infrastructure, and to prevent recurrence of Incidents related to these errors. Objective

3. Problem Management Business Rules The INS Problem Management Manual describes all the process rules that are fundamental to the effective and efficient operation of the INS Problem Management Process. To obtain a copy of the INS Problem Management Manual please visit the “About ITIL” section of the Service Desk Tool Support Site: https://intranet.secure.griffith.edu.au/computing/service-desk/about-itil https://intranet.secure.griffith.edu.au/computing/service-desk/about-itil By following the procedures which embody the process rules Griffith University can begin to realise some of the following benefits associated with each rule: Information Services, Griffith University

4. Benefits  Resolution of problem root cause prevents future related incidents from occurring and improves productivity of support teams. Information Services, Griffith University

5. Benefits Information Services, Griffith University  Standard and consistent approach which ensures that all problems have visibility and are managed effectively and efficiently.  Increased integration between IT service areas.

6. Benefits Information Services, Griffith University  Reduced service outages and improved SLA performances on system availability  Reduction in the number of incidents.

7. Benefits Information Services, Griffith University  Changes implemented have higher likelihood of success following comprehensive testing and approvals.

8. Benefits Information Services, Griffith University  Establishes clear accountability for actions associated with a particular problem.  Facilitates reporting by support areas. Process Rule  Every problem must have a designated Problem Owner who is responsible for the lifecycle of the problem.

9. Benefits Information Services, Griffith University  Assists with communication with clients and other support staff.  Assists with resolution of future incidents and problems  Facilitates accurate reporting. Process Rule  Every action in relation to a problem is to be documented within the problem record, and the problem status is to be maintained…

10. Benefits Information Services, Griffith University  Clients receive the best quality information on the status and nature of the problem.  Support staff productivity is improved with fewer distractions to the core activities associated with problem root cause analysis and resolution.

11. Benefits Information Services, Griffith University  Consistent client communications and feedback  Reduced risk of activity information being misinterpreted Process Rule  All client queries and communications in regards to problems under management by INS are to be directed through either Service Desk or the nominated problem owner…

12. Benefits Information Services, Griffith University  Problems are resolved quicker with more robust client solutions delivered.  Support team knowledge is shared and overall team collaboration is improved. Process Rule  Problems are to be managed by team members with the best levels of skills and knowledge…

13. Further Information…  For further information relating to Problem Management please visit the “About ITIL” section of the Service Desk Tool Support Site: https://intranet.secure.griffith.edu.au/computing/service-desk/about-itil https://intranet.secure.griffith.edu.au/computing/service-desk/about-itil Information Services, Griffith University  Griffith Universities Go-Live date for implementing Problem Management is 18 th August 2013  Training material: www.griffith.edu.au/servicedesk www.griffith.edu.au/servicedesk  Training environment: www.griffith.edu.au/servicedesk-training www.griffith.edu.au/servicedesk-training