ITIL: Proactive Problem Resolution through Problem Review Board ...

Incident management systems are a tremendous source of data for proactive elimination of problem root causes. Want to have a significant impact on your IT organization's performance. Combine the problem volume data with effort hours to generate a pareto analysis of effort intensity of incidents. Fix the root causes of the top ten effort-intensity problems and good things will follow. George Spafford explores the role of problem review boards in the resolution process. ...

... "The goal of the PRB is to govern problem management reactively and proactively. This is done through analyzing incidents as they happen, reviewing historic trend data and staying abreast of current industry news and vendor updates. " ...

ITIL: Proactive Problem Resolution through Problem Review Board: Via DataMation: Effectively Using Problem Review Boards



Additional resources on problem review boards:

Anatomy of a Major-Incident Postmortem: "Once sponsorship has been secured, the first step is to create a problem manager role and establish a problem review board to serve as a process development group. "

Data Quality Problem Report: "Site OPS is not close at hand. Setting the status to Pending PIF elevates the problem to the level of being placed on the Problem Review Board's (PRB) weekly agenda for their attention and further handling. The status is set to Pending DQR for the following situations."

Neuma White Paper: Integrated Problem Tracking in Enterprise Software Configuration Management: "Screening of problems will always be necessary to ensure proper routing of the problem report and proper interpretation of the data fields. It is recommended that a Problem Review Board be established to help review problem data. "