Problem Management Procedures

According to ITIL, Problem Management should be handled by someone who is close to the issues, but who does not directly handle the problems. A committee should be formed to address problems that are experienced by customers.

At Weber State, we have formed a Problem Management committee to do just that. Representatives from every department in the IT Division are represented on that committee. Meetings are held weekly so that problems are continually being looked at and solutions to those problems are handled and implemented as quickly as possible.

A complete list of problems is shared among all members of the IT Division via email and a Shared email folder. Those who are responsible for finding the solutions to a given problem are notified – and in the meantime – a work around is developed and put into place at the IT Service Desk to handle the immediate incidents.

Knowledge Wise Database

All problems are entered into the Configuration Management Database (CMDB) so that a history of each problem and the resolution can be kept. Once a problem has been resolved and has been marked as completed by the Problem Management group, the resolution will be added to the Knowledge Wise system. This database will continually be populated with information about known issues, resolutions to problems customers might have, and computer/browser setup information so customers can enter in to our systems to browse information.