In my earlier article, What is Problem Management?, I laid out the basics—what it is, why it matters, and how reactive and proactive approaches differ. This follow-up dives deeper into why problem management is essential, how it connects with other practices, and which techniques actually work in the real world.
Why Problem Management Matters
Let’s be honest—problems are disruptive. They create unplanned work, drain resources, frustrate teams, and cost money. But here’s the flip side: every problem is an opportunity.
Handled well, problems help us build capability, sharpen skills, and improve confidence across the business. They’re a chance to fix what’s broken, prevent future issues, and deliver better outcomes—for customers, employees, and the bottom line.
Problem Management Doesn’t Work Alone
Problem management thrives when it’s part of a wider ecosystem. It’s not a solo act—it depends on and supports other service management practices. Here’s how:
- Incident Management: The closest ally. Shared categorisation and prioritisation schemes make it easier to spot patterns and escalate recurring issues.
- Change Enablement: Problem management identifies causes; change enablement evaluates and implements fixes. It’s about balancing risk, resources, and timing.
- Configuration Management: A good CMDB helps trace symptoms back to root causes. For example, an app outage might actually be due to a full file system.
- Knowledge Management: High usage of a knowledge article can signal a deeper issue. The Known Error Database (KEDB) is a key tool here.
- Risk Management: Understanding your organisation’s risk appetite helps guide decisions on which problems to tackle and how.
- IT Financial Management: Not every fix is affordable. Budget constraints shape what’s feasible.
Techniques That Actually Work
There’s no one-size-fits-all approach. Different problems call for different tools. Here are some tried-and-tested techniques:
- Brainstorming: Simple but powerful. Gather diverse perspectives, suspend judgment, and capture ideas freely.
- 5 Whys: Keep asking “why?” until you hit a root cause. It’s about digging deeper, not making assumptions.
- Causal Chains: Problems often stem from a sequence of events. Map them out—A leads to B leads to C—and validate each link with data.
- Ishikawa (Fishbone) Diagram: Great for visualising categories of potential causes. Helps structure brainstorming outcomes.
- Pareto Analysis: Focus on the vital few. Often, 80% of problems come from 20% of causes. Prioritise accordingly.
- DMAIC (Define–Measure–Analyze–Improve–Control): A Lean favourite. Structured, data-driven, and ideal for complex issues.
- PDCA (Plan–Do–Check–Act): Iterative and practical. Keep cycling through until the problem is resolved.
- Improvement Kata: A methodical way to move from current state to target condition. It’s about learning through action and evidence.
Five Keys to Doing It Well
- Don’t jump to conclusions—follow the data.
- Focus on what you can control—some causes are outside your remit.
- Capture evidence early—logs, interviews, metrics—before analysis begins.
- Value all perspectives—diversity of thought beats groupthink.
- Start now—problem management delivers real value, fast.
Problem management isn’t just for major incidents. It’s about building a routine—good hygiene, consistent practice, and a mindset of continuous improvement.
In the next article, I’ll walk through how to set up a problem management program that actually works.
