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EdFITS How-To Guide 03: Problem Management

EdFITS
Problem Management
How to
Identify the root causes of recurring ICT issues and fix them permanently, reducing long-term disruption and support workload.

Step-by-Step Implementation 1. Identify Recurring Issues Review incident logs regularly Look for repeated faults with the same device, user or system Log these issues separately as “problems” 2. Create a Problem Log Include problem summary, linked incidents, suspected cause, and current status Assign an owner (person responsible for investigating) Track whether a workaround or permanent fix is in place 3. Investigate Root Causes Use the “5 Whys” method to dig deeper into the cause Ask staff when and how the issue usually occurs Check logs, updates or hardware settings 4. Apply Fixes or Workarounds If a fix is available, plan and implement it If not, document a reliable workaround for users Keep staff informed and involved 5. Monitor and Close Check that the issue doesn't return over a few weeks Close the problem only once confident it's resolved Archive problems to refer back to if needed Quick Wins Start tracking…

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