Process goals and objectives define why Problem Management is important to the Office of the CIO’s overall vision for delivering and supporting effective and efficient IT services. This section establishes the fundamental goals and objectives that guide Problem Management. The agreed and documented goals and objectives provide a point of reference to check implementation and operational decisions and activities.
The process goals are broad statements that define what the organization wants to achieve by successfully implementing Problem Management. The process objectives are more specific statements than the goal and are characterized by a set of tasks in pursuit of reaching the goal.
The primary goals of the Problem Management process are to prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.
To achieve this goal, the Office of the CIO aims to pursue the following objectives:
- Identify the root cause of Incidents and then initiate actions to improve or correct the situation
- Drive proactive activities to detect and prevent future Problems and resulting Incidents from happening
- Eliminate reoccurring Incidents
- Use Known Error activities to allow quicker diagnosis and resolution if further incidents do occur
- Minimize the impact of Incidents that cannot be prevented
Problem Management Process Owner: Kevin Balogh (balogh.5)
Access the following link for the high level Problem Management Process Document or use the Process Portal resource to see the OCIO Process Documentation repository.
Also available and of particular interest to OCIO Team Members working with Problem Management, is the Kepner-Tregoe® Problem Resolve Template. (The file is large and may take a moment to open.)