Incident and Problem Management 2 Roles with 1 Person

Vijay Tiwari

Last updated 22/07/2021

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You might encounter this question quite often: “ What would be the easiest way to start up the Problem Management process using the existing staff which was allocated for Incident Management?”

 The course from their Senior Leadership is "that these things are actually the equivalent in any case". While there is a level of truth to that viewpoint, this might be a recognition that you are confronted with as a rule, and may just be adjusted however results from your cycles in real life.

“Our Incident Manager(s) are really busy putting out the fires…”

It seems like the chicken and the egg situation, however in actuality as you can forever resolve a portion of these repetitive issues and help to balance out your surroundings however Problem Management you will keep on having every one of these pressing issues. Try not to misconstrue; the first while will be difficult work as you will do new exercises while as yet responding to all the episodes which are coming in.

Where should we begin?

It seems like the chicken and the egg situation, however in actuality as you can forever resolve a portion of these repetitive issues and help to balance out your surroundings however Problem Management you will keep on having every one of these pressing issues. Try not to misconstrue; the first while will be difficult work as you will do new exercises while as yet responding to all the episodes which are coming in.

Who can help?

Luckily the Incident Manager has just fabricated associations with the help groups who work to determine these issues, stunningly better is the way that what Problem Management is endeavoring to do is to help the responsive remaining burden for them also. So offering the cycle to them shouldn't be a very remarkable test.

What’s next?

While these diverse yet advantageous cycles are attempting to improve the client experience, you may need to demonstrate the estimation of Problem the board before you will get genuine purchase in on building it out with the extra staff. 

Until you can arrive at a spot where you can isolate the jobs you may need to plan time to be the Problem Manager. The way to recollect is to keep it easy to begin and focus on the top issues that you face every week. Surveying the Incidents consistently with partners regularly bears you the capacity to back away from Incident Management and get an alternate point of view on issues that are affecting the business every week.

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