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Stories from the Field: An Australian State Government Agency
The goal of Problem Management is well understood by many organisations but hard to execute. Read on to see how, by focusing on some very basic ingredients, it is achievable to demonstrate value to stakeholders and get immediate gains from the Problem Management process.
This story describes how a government agency too steps to reduce erros within their IT Infrastructure and improved customer satisfaction by focussing on the Problem Management process.
This agency focus on ensuring that:
- people working within the Problem Management function had the right mindset and capabilities
- focus was placed on problems that had the highest impact on core services.
What this agency found, is that the value of Problem Management can be realised when focussing on the right ingredients to make it a success, and by ensuring that they, as an organisation worked smarter instead of working harder.