What is This Playbook? This is a structured IT Problem Management Playbook that shows teams how to identify, analyse, and resolve underlying IT problems to prevent recurring incidents. It guides consistent execution of root-cause analysis and resolution steps. What’s Included? • Problem Management overview and scope definitions • Roles & responsibilities for process participants • Problem lifecycle workflows and step-by-step flowcharts • Root Cause Analysis (RCA) methods with templates• Known Error Database management guidelines • KPIs, reporting formats, and checklists Who Should Use This Playbook? • IT operations teams managing service stability • IT service managers responsible for problem processes • Problem analysts and root-cause investigators • ITSM governance, audit, and compliance professionals • Consultants standardising ITIL-aligned processes Why This Playbook? It turns abstract problem management theory into clear, repeatable workflows with defined roles, decision points, and templates. This helps reduce recurring issues, make IT services more reliable, and improve operational consistency.
