Modern Network Architecture – Problem Managment
In keeping with the Modern Network Architecture Theme; This document is designed to quickly identify the vision, goals and strategies of the Seattle IT Edge Client Problem Management. Gathering this information supports the Seattle IT Edge Problem Management mission statement.
Problem Management Mission Statement:
The objective of Problem Management is to minimize the impact of and remediate problems. Problem Management drives the processes of detection, investigation, remediation, and reporting of underlying problems driving incidents.
Customer Name: Email Customer
Often technology projects get started by focusing on a technology or tactic. As the project outgrows the tactic, the group must change to more scalable ways of doing things. This often requires reviewing the goals and strategy of the organization. Without a true understanding of goals it is difficult to measure the success of the project. In the problem statement we are defining the problem(s) or issue(s) that need to be solved.
Seattle IT Edge Client’s Problem management is slowed trying to develop processes that are simple, scalable, useable, and efficient and will support the mission of Seattle IT Edge Problem Management.
Presently the Incident and Problem management are overwhelmed. Scaling the present support system will just add more and more overhead further slowing the system. Presently SEV B problems are ignored until they become SEV A problems. As the system continues to grow, SEVB problem will continue to maintain the present SEV A levels.
What measurable benefits will the client receive if the problem is solved?
- Income – Increased income as IT Support costs go down
- Customer loyalty – Increase customer loyalty because network is so stable
- Cost Savings – Overhead service costs will decrease as capacity matches demand.
Other Stability increases from catching SEV B problems before they fail. Reliability increases because problems will recognize before going into an RCA process.
Summary: Presently SEV B problems are ignored, and then become SEV A problem later on. The cost of prevention tends to be 10 times less than Break/Fix, costs should go down as SEV B issues are addressed.
- Improved Service – Reliable email services
- Lower cost to client – Fewer downtime internal costs
- Better product – Reliable, Scalable solution
Summary: The customer will truly have a reliable email system that is seamlessly scalable and robust.
Measurements of Success
When the project is completed, the expectations of the client would like to see benefits.
Cost reduction(s) (For Seattle IT Edge Client)
- System efficiency – in the form of reduced downtime and lower high level costs
- Improved production – Process benefits
- Reduction in costs – Higher focus on prevention yields lower overall costs
- Availability – Meeting SLA agreements
- Usability – (No Change)
- Productivity – Seamless System scalability
- Reliability – No need for work-a-rounds
- Security – Continued security benefits
Client Customer benefit(s)
- Customer Loyalty
- Product/Service improvement
- Product: Ease of purchase
- Product: Ease of use
- Product: Reliability
All projects include limitations in scope, time and resources. Assuming that these are not unlimited what expectations if any does the client have?
- Benefit Priority
- 50% reduction in SEV A
- 70% reduction in outstanding SEV B
- 50% of competition within the time period
2 Employees within the Problem Management team.
Summary description of problem and solution:
Problem Management would like a solution to solve losses paid back to customer because of SLA misses. Seattle IT edge is looking to create a solution that would solve the focus on incident vs. Problem management that would give,
- Higher customer loyalty
- Lower Incident costs
The solution would be considered successful by Problem Management if SEV A load was reduced by 50% within these limitations the next six months, within budget and within the customer SLA
We will create a proposal that will meet or exceed these Problem Management business requirements within the next 6 months within the present budget.
The proposal will be submitted and explained to