Results By Country

Results for Problem Management

1 Pre-requisites

Question 1. Are at least some problem management activities established in the organisation, e.g. problem determination, problem analysis, problem resolution?





Answered Yes: 900 (78%), Answered No: 241 (21%)

Question 2. Are problem management activities assigned to specific individuals or functional areas?





Answered Yes: 833 (73%), Answered No: 308 (26%)

Question 3. Is there a procedure by which significant incidents are escalated by incident management?





Answered Yes: 762 (66%), Answered No: 379 (33%)

Question 4. Are potential problems formally assessed and identified prior to disruption occurring?





Answered Yes: 558 (48%), Answered No: 583 (51%)

1.5 Management Intent

Question 5. Has the purpose and benefits of problem management been disseminated within the organisation?





Answered Yes: 561 (52%), Answered No: 511 (47%)

Question 6. Does the organisation have procedures for the registration of problems and their resolution?





Answered Yes: 711 (66%), Answered No: 361 (33%)

Question 7. Is there management commitment to support staff allocating sufficient time for structural problem solving activities?





Answered Yes: 640 (59%), Answered No: 432 (40%)

Question 8. Is the organisation committed to reducing the total number of problems and the number of incidents that interrupt the conduct of business?





Answered Yes: 754 (70%), Answered No: 318 (29%)

Question 9. Is there management support for problem management staff only accepting support requests from authorised sources?





Answered Yes: 615 (57%), Answered No: 457 (42%)

2 Process Capability

Question 10. Have responsibilities for various problem management activities been assigned?





Answered Yes: 657 (63%), Answered No: 373 (36%)

Question 11. Is there a procedure for analysing significant, recurring and unresolved incidents and identifying underlying problems?





Answered Yes: 531 (51%), Answered No: 499 (48%)

Question 12. Is there a procedure by which potential problems are classified, in terms of category, urgency, priority and impact and assigned for investigation?





Answered Yes: 566 (54%), Answered No: 464 (45%)

Question 13. Do problem owners have adequate guidelines for identifying and recording the nature of a problem?





Answered Yes: 528 (51%), Answered No: 502 (48%)

Question 14. Are complex problem investigations across for example, several technical areas adequately co-ordinated?





Answered Yes: 540 (52%), Answered No: 490 (47%)

Question 15. Is there a procedure for problem closure?





Answered Yes: 639 (62%), Answered No: 391 (37%)

Question 16. Do you have a mechanism for tracking problem resolution?





Answered Yes: 622 (60%), Answered No: 408 (39%)

Question 17. Do you monitor the effectiveness of problem support areas?





Answered Yes: 446 (43%), Answered No: 584 (56%)

2.5 Internal Integration

Question 18. Is the nature of the problem always documented as part of the problem record?





Answered Yes: 624 (61%), Answered No: 385 (38%)

Question 19. Is Problem Management responsible for the completeness of all problem records?





Answered Yes: 580 (57%), Answered No: 429 (42%)

Question 20. Does problem management escalate problems with severe impact to the CAB to increase the priority of the RFC or to implement an urgent change as appropriate.





Answered Yes: 518 (51%), Answered No: 491 (48%)

Question 21. Are proposed solutions to a problem reviewed and authorised by a third party?





Answered Yes: 437 (43%), Answered No: 572 (56%)

Question 22. Are problem records updated to reflect the progress in resolving the problem?





Answered Yes: 624 (61%), Answered No: 385 (38%)

Question 23. Is the Problem Manager responsible for reviewing the problem records?





Answered Yes: 551 (54%), Answered No: 458 (45%)

3 Products

Question 24. Are standard reports concerning problems produced regularly?





Answered Yes: 521 (51%), Answered No: 483 (48%)

Question 25. Are problem records updated on resolution of a problem?





Answered Yes: 645 (64%), Answered No: 359 (35%)

Question 26. Are requests for change raised on the basis of problem analysis?





Answered Yes: 598 (59%), Answered No: 406 (40%)

Question 27. Do problem management reports comment on the results of proactive problem management?





Answered Yes: 375 (37%), Answered No: 629 (62%)

3.5 Quality Control

Question 28. Are the standards and other quality criteria made explicit and applied to problem management activities?





Answered Yes: 436 (43%), Answered No: 559 (56%)

Question 29. Are the personnel responsible for problem mangement activities suitably trained?





Answered Yes: 559 (56%), Answered No: 436 (43%)

Question 30. Does the organisation set and review either targets or objectives for Problem Management?





Answered Yes: 434 (43%), Answered No: 561 (56%)

Question 31. Does the organisation use suitable tools to support the problem management process?





Answered Yes: 542 (54%), Answered No: 453 (45%)

4 Management Information

Question 32. Does Problem Management provide management with information concerning analysis of problem records?





Answered Yes: 511 (51%), Answered No: 478 (48%)

Question 33. Does Problem Management provide management with information concerning recurring problems of a particular type or with an individual item?





Answered Yes: 518 (52%), Answered No: 471 (47%)

Question 34. Does Problem Management provide management with information concerning the need for more customer training or better documentation?





Answered Yes: 463 (46%), Answered No: 526 (53%)

Question 35. Does Problem Management provide management with information concerning trends in problem distribution and potential 'hot' spots?





Answered Yes: 459 (46%), Answered No: 530 (53%)

4.5 External Integration

Question 36. Do you hold regular meetings with interested parties in which Problem Management (PM) matters are discussed?





Answered Yes: 520 (54%), Answered No: 438 (45%)

Question 37. Does PM exchange information with Configuration Management regarding the quality of configuration records, highlighting any issues, and the potential flagging of items as 'failed' (or equivalent)?





Answered Yes: 349 (36%), Answered No: 609 (63%)

Question 38. Does PM exchange information with Change Management regarding the details of any changes to resolve problems or on emergency actions undertaken?





Answered Yes: 527 (55%), Answered No: 431 (44%)

Question 39. Does PM exchange information with Incident Management for identification of significant incidents or multiple incidents exhibiting common symptoms in order to identify problems?





Answered Yes: 568 (59%), Answered No: 390 (40%)

Question 40. Does PM exchange information with the Service Desk concerning related incidents, or follow-up on initial handling and possible feedback to users (e.g. via urgent bulletins for major incidents)?





Answered Yes: 563 (58%), Answered No: 395 (41%)

Question 41. Does PM exchange information with Service Level Management regarding priority handling of problems and potential impact on service level agreement performance?





Answered Yes: 418 (43%), Answered No: 540 (56%)

Question 42. Does PM exchange information with IT Service Continuity Management regarding possible contingency actions in the event of a major outage?





Answered Yes: 390 (40%), Answered No: 568 (59%)

Question 43. Does PM exchange information with Availability Management for detection and avoidance of problems and incidents?





Answered Yes: 393 (41%), Answered No: 565 (58%)

Question 44. Does PM exchange information with Release Management (if applicable) regarding current CIs and for possible association of problems with specific CIs?





Answered Yes: 381 (39%), Answered No: 577 (60%)

Question 45. Does PM exchange information with Capacity Management for potential implications of planning options, and the likely effect on problem trends?





Answered Yes: 380 (39%), Answered No: 578 (60%)

5 Customer Interface

Question 42. Do you check with the customer that the activities performed by Problem Management adequately support their business needs?





Answered Yes: 414 (49%), Answered No: 420 (50%)

Question 43. Do you check with the customer that they are happy with the services provided?





Answered Yes: 487 (58%), Answered No: 347 (41%)

Question 44. Are you actively monitoring trends in customer satisfaction?





Answered Yes: 383 (45%), Answered No: 451 (54%)

Question 45. Are you feeding customer survey information into the service improvement agenda?





Answered Yes: 340 (40%), Answered No: 494 (59%)

Question 46. Are you monitoring the customer's value perception of the services provided to them?





Answered Yes: 347 (41%), Answered No: 487 (58%)