Research Brief

Pearls of Wisdom: HDI Research Brief Compilation 2013-2014

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state of the industry with regard to problem manage ment. This report shares findings from an online survey completed in March and April 2014 by 475 technical support professionals across more than thirty vertical industries. In addition, Buff Scott, ITIL Expert and co author of the new HDI Problem Management Professional certification, weighs in on the findings with expert analysis and commentary. Survey Results In 85 percent of organizations that responded to this survey, problem management processes are at least un der development. Of those, 54 percent report that their processes are ITILbased, and an additional 36 percent report that their processes are somewhat based on ITIL. It's interesting to note that a larger percentage claims to be following problem management process of some sort than those that have documented processes. "In other words," Scott says, "some appear to be following a more informal process—'tribal knowledge'—than an actual formal process." There may be some hurdles to clear when making the transition from immature problem management to a more mature, more formal process. "Often, senior leader sponsorship and support can be difficult to gain, and, without that, the resources needed to accomplish suc cessful problem management can be lacking," Scott says. "People need to be able to dedicate their time to the implementation and processes, and money often needs to be allocated to new technologies." Other roadblocks he's seen include incomplete and/or inaccurate data logging; lack of daily oversight; lack of process compli ance or adherence; ineffective management reporting; and the lack of appropriately skilled support personnel in the right positions. Scott points out that the size of the organization can have an impact on the staff engaged in problem man Problem Management in Technical Support By Jenny Rains, Senior Research Analyst, HDI Expert commentary provided by Buff Scott III, Principal Consultant, Propoint Solutions APRIL 2014 W hile the practice of problem management isn't new, the buzz surrounding its im- plementation and benefits continues to grow as organizations mature and move beyond incident management. This month's HDI Research Brief reveals the current No process Under development Documented Followed 15% 36% 31% 35% Percentage of organizations Do technical support organizations have formal problem management processes? 30% 54% 45% 6% 1% Percentage of organizations Dedicated problem management team Specific individuals (not dedicated to problem management) Any technical support personnel Other Does not apply Who engages in problem management activities? 33

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