Problem Management
This client is a Community Bank whose Senior Management had identified that they needed to improve their control of help desk responses. Our client's challenge was to design a problem management program that could be utilized to configure their newly acquired Help Desk Tool. Their goals were to be responsive to the needs of the users, to gather data that would enable them to proactively prevent technology problems in the future, and to develop software and hardware standards based on reliability.
We partnered with our client utilizing Cheryl Gross & Associates project management methodology to:
Design a tiered response time to Problem Management based on risk
and business impact which includes the following elements:
Problem Identification.
Tracking.
Risk Rating.
Standards.
Analysis and Recovery.
Management Reporting.
Improve the understanding of Information Technology issues such as trending
of recurring problems and utilizing root cause analysis to prompt proactive resolution.
Improve the understanding of IT Metrics that capture resolution to standard,
resource deployment and resource availability.
We leveraged the efforts of our client by customizing Cheryl Gross & Associates Program templates. Working collaboratively with our client we were able to customize a solution to fit their needs.
Project Management 