USM550-102

Written by Super User on . Posted in USMBOK

This Guide is intended to act as a practitioner’s reference for professionals developing practices to manage problems as they relate to products and services, providing a detailed specification of a problem management system and its operational components.

The book draws upon available terms, methods, concepts, and guidance used across all industries, regardless of sector. Its development starts with a universal perspective and is inclusive of all theory and concepts regardless of their source, and then applies these to services.

This reference is also designed to be compatible with relevant international standards, such as ISO 20000® and ISO 9000®, popular best practice frameworks such as the IT Infrastructure Library (ITIL®), and COBIT®.

USM550 Service Problem Management Contents

Introduction

An introduction to the practitioner guide for service problem management

  • Unnecessary confusion about incidents and problems
  • Things in common - the consumer scenario
  • The 'impact switch'
  • How the book is organized

Introduction to Problem Management

An introduction to (universal) problem management

  • What is a problem?
  • Common characteristics of a problem?
  • What are the problems of managing problems?
  • Recognizing the source of problems
  • Types of problems
  • The cost of problems
  • What is problem management?
  • What is 'service problem management'?

Goals and Objectives

An overview of the goals and objectives

  • Introduction to the goals and objectives

Principles and Scope of Operation

Principles and Scope of Operation

  • Principles
  • Management of service problems
  • Standardization
  • Facilities and resources
  • Scope of operation
  • The relationship between an incident and a problem
  • The relationship with continuous improvement
  • Containment and workaround

Roles and Responsibilities

Roles and Responsibilities

  • Introduction
  • Problem Manager
  • Problem Coordinator
  • Problem Analyst
  • Support Specialist
  • The Situation Management Team
  • The Problem Management Group
  • The Major Incident Management Team
  • The Continuity Response Team

Lexicon of Terms

Lexicon - definition of key terms related to problem management

  • Problem
  • Hypothesis
  • Hypothesis statement
  • Problem constellation
  • Expectation statement
  • Value statement
  • Problem statement
  • Consumer scenario
  • Stakeholder interest
  • Vital mission activity
  • Impact
  • Urgency
  • Impact statement
  • Risk priority number
  • Priority
  • Situation level
  • Goal statement
  • requirement statement
  • Containment
  • Workaround
  • Problem queue
  • Control barrier
  • Control barrier statement
  • Cause
  • Cause statement
  • Cause map
  • Presumptive cause
  • Actual cause
  • Contributing cause
  • Primary cause
  • Causal factor
  • Root cause
  • Solution
  • Solution statement
  • Benefit statement
  • Action statement
  • Resource statement
  • Solution set, Action plan, Resource plan
  • Opportunity, Opportunity statement
  • improvement queue

Key Artifacts

Key Artifacts

  • The service problem record
  • The unique identification scheme
  • The service problem management system
  • Hypothesis (problem and impact)
  • The problem statement
  • The impact statement
  • Containment and Workaround procedures
  • Control barrier catalog
  • Problem queue
  • Cause statement
  • cause catalog
  • Cause map
  • Solution catalog
  • Solution statement
  • Benefit statement
  • SCARI Chart
  • Action statement
  • Resource statement
  • Solution set and plan
  • Opportunity statement
  • Improvement queue
  • The service problem report catalog items

Concepts and Methods

Concepts and Methods

  • The problem-impact-benefit-opportunity (PIBO) model
  • Problem lifecycle
  • Continuous improvement program
  • A3 report
  • Devils advocacy
  • Probability tree
  • Force field analysis
  • Critical-to-quality tree (CTQ)
  • Failure mode effect analysis (FMEA)
  • Component failure impact analysis (CFIA)
  • Fault tree analysis (FTA)
  • Cause analysis
  • Control barrier analysis (CBA)
  • Change analysis
  • Task analysis
  • Cause and effect (Ishikawa or fishbone) diagram
  • The five whys

Inputs and Outputs

Key Inputs and Outputs to Service Problem Management

  • Inputs
  • Outputs

Major Activities

Major Activities, Major Influences of Each, Sub-Activities

  • Phases: Start, Action, 3R, End
  • How to interpret major activity information
  • The state problem activity
  • The classify activity
  • The state impact activity
  • The prioritize activity
  • The control barrier analysis activity
  • The cause analysis activity
  • The develop solution activity
  • The state solution activity
  • The select best solution activity
  • The apply solution activity
  • The realize benefit activity
  • The complete (C1) activity
  • The close (C2) activity
  • The report activity

Key Performance Measures

Key Performance Measures

  • Quantitative (Frequency and Volume)
  • Qualitative
  • Financial

Governance

Governance

  • Introduction to Governance
  • The scenario action plan approach
  • The problem with policies and procedures
  • Service request action plan
  • Service request pathway
  • Mapping practitioner guide roles to client roles
  • The SCARI concept and method
  • The SCARI chart
  • The major activity template
  • Combining major activity and SCARI charts

The Ideal Companion

This book is a companion and authorized extension to the Guide to the Universal Service Management Body of Knowledge (USMBOK) publication, for the USM550 Service Problem Management knowledge area.  It is an ideal companion to the very latest editions of frameworks such as the IT Infrastructure Library (ITIL®) and COBIT®, and is specifically designed to be compatible with the ISO/IEC 20000-1 and ISO 9000 standards.