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Incident Management in Problem Management

Incident Management in Problem Management

$250.00
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Includes a practical, ready-to-use toolkit containing implementation templates, worksheets, checklists, and decision-support materials used to accelerate real-world application and reduce setup time.
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What does the Incident Management in Problem Management course cover?

Incident Management in Problem Management is covered here in 8 modules: Defining the Incident-Problem Interface, Problem Identification and Prioritization, Root Cause Analysis Execution and 5 more. The outline lists 48 specific topics, opening with establish criteria for when an incident triggers a formal problem record, balancing operational urgency with root cause analysis needs.

How do you approach Incident Management in Problem Management step by step?

The work is sequenced in 8 stages. It starts with Defining the Incident-Problem Interface, moves through Problem Identification and Prioritization and Root Cause Analysis Execution, and ends at Governance and Cross-Functional Alignment. Each stage carries its own topic list, so the sequence is followed rather than summarised.

What is in Module 1 of the Incident Management in Problem Management course?

Module 1 is Defining the Incident-Problem Interface. It works through establish criteria for when an incident triggers a formal problem record, balancing operational urgency with root cause analysis needs., implement classification schemes that differentiate recurring incidents from isolated events to prioritize problem identification., configure service management tools to auto-link incidents with shared attributes (e.g., CI, error code) for problem correlation.

How is the Incident Management in Problem Management course delivered?

The Incident Management in Problem Management course is fully self-paced with immediate online access after enrolment. Access does not expire and future updates are included at no cost. It can be taken on any device, and a certificate of completion is issued by The Art of Service when you finish.

How much does the Incident Management in Problem Management course cost?

The Incident Management in Problem Management course is $251 as a one time payment. There is no subscription, no per seat licence and no hidden fee. Enrolment carries a 30 day satisfied or refunded guarantee, so it can be assessed in full before you commit.

Closely related courses: Problem Management in Incident Management, Incident Correlation in Problem Management, Incident Detection in Problem Management, Incident Tracking in Problem Management.

More answers: what you get with every course, refund policy, all help answers.

This curriculum spans the full incident-to-problem lifecycle with the structural detail of an internal capability program, covering coordination protocols, technical workflows, and governance mechanisms used in mature service management organisations.

Module 1: Defining the Incident-Problem Interface

  • Establish criteria for when an incident triggers a formal problem record, balancing operational urgency with root cause analysis needs.
  • Implement classification schemes that differentiate recurring incidents from isolated events to prioritize problem identification.
  • Configure service management tools to auto-link incidents with shared attributes (e.g., CI, error code) for problem correlation.
  • Define handoff procedures between incident resolution teams and problem management to prevent ownership gaps.
  • Enforce mandatory post-incident reviews for high-impact outages to determine if a problem record is required.
  • Integrate monitoring alerts with incident and problem databases to detect patterns before user-reported incidents dominate.

Module 2: Problem Identification and Prioritization

  • Apply statistical analysis to incident volume and business impact data to identify candidates for problem investigation.
  • Implement a scoring model that weights frequency, downtime cost, and affected user count to rank problem backlogs.
  • Conduct cross-functional triage meetings to validate problem significance and allocate investigative resources.
  • Adjust problem prioritization dynamically when new incidents alter the risk profile of an existing problem.
  • Document assumptions and data sources used in problem prioritization to support audit and governance requirements.
  • Define thresholds for escalating low-priority problems when they exhibit increasing incident velocity.

Module 3: Root Cause Analysis Execution

  • Select root cause analysis methods (e.g., 5 Whys, Ishikawa, Apollo RCA) based on problem complexity and stakeholder needs.
  • Assemble cross-domain subject matter experts for technical investigations while managing their availability constraints.
  • Preserve system state artifacts (logs, configurations, packet captures) before changes to support forensic analysis.
  • Manage access to production environments during RCA to prevent interference with incident resolution.
  • Document interim findings in the problem record to maintain continuity across investigation shifts or team changes.
  • Validate root cause hypotheses through controlled reproduction in non-production environments.

Module 4: Workaround Development and Deployment

  • Assess the risk of implementing a workaround versus maintaining incident response capacity for recurring events.
  • Document workaround steps in knowledge base articles with clear scope, limitations, and rollback instructions.
  • Coordinate with service desk to train support staff on workaround application and incident logging adjustments.
  • Monitor workaround effectiveness through incident volume trends and user feedback loops.
  • Define expiration criteria for workarounds based on permanent fix timelines or changing system dependencies.
  • Obtain change advisory board approval for workarounds that alter system behavior or introduce new dependencies.

Module 5: Permanent Fix Planning and Integration

  • Translate root cause findings into actionable change requests with defined success metrics and rollback plans.
  • Sequence fix deployment across environments (test, staging, production) based on risk and interdependencies.
  • Negotiate change windows with operations teams, considering business cycles and peak usage periods.
  • Integrate fix validation steps into automated testing pipelines to confirm root cause resolution.
  • Update configuration management database (CMDB) records to reflect changes introduced by the fix.
  • Coordinate with release management to bundle low-risk fixes without delaying critical deployments.

Module 6: Problem Closure and Knowledge Retention

  • Verify closure criteria are met, including fix deployment, incident reduction, and knowledge documentation.
  • Conduct post-implementation reviews to assess whether the fix resolved the problem without side effects.
  • Archive problem records with complete audit trails, including decisions, participants, and evidence.
  • Update incident response playbooks to reflect new knowledge from the resolved problem.
  • Integrate lessons learned into onboarding materials for new operations and support staff.
  • Flag related historical incidents for retrospective tagging to improve future problem correlation.

Module 7: Metrics, Reporting, and Continuous Improvement

  • Track mean time to identify problems and time to implement permanent fixes to measure process efficiency.
  • Report on percentage of incidents linked to known errors to assess knowledge utilization effectiveness.
  • Use problem backlog aging reports to identify bottlenecks in investigation or fix deployment.
  • Align problem management KPIs with business objectives, such as reduction in revenue-impacting outages.
  • Conduct quarterly process reviews to refine problem intake, prioritization, and closure workflows.
  • Integrate problem trends into capacity and availability planning to address systemic weaknesses.

Module 8: Governance and Cross-Functional Alignment

  • Define roles and responsibilities for problem managers, incident leads, and technical owners in governance documentation.
  • Establish escalation paths for stalled problems that exceed resolution timelines or require executive decisions.
  • Integrate problem management inputs into change advisory board risk assessments for related changes.
  • Coordinate with security teams to handle problems involving vulnerabilities or compliance exposures.
  • Align problem management scope with service portfolio boundaries to prevent coverage gaps.
  • Conduct joint reviews with vendor management teams for problems involving third-party products or SLAs.
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