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Problem Management Process

Knowledge of the problem management process and ability to bring a reported problem to a successful resolution.

Behavior Statements

Proficiency Level 1 - Basic understanding

Identifies types of standard problems addressed by the support function.

Documents the necessary steps required to follow through on appropriately addressing a problem.

Describes problem reporting and escalation practices.

Provides examples of clear and unclear reports; summarizes problems in reports.

Proficiency Level 2 - Working experience

Assesses specific problems and resolution alternatives.

Uses a specific discipline or approach to problem solving and resolution.

Works with the features of problem reporting and tracking software.

Follows procedures for handling non-standard or unusual problems.

Assists in addressing complex problems and providing feedback to customers on resolution.

Proficiency Level 3 - Extensive experience

Receives, clarifies and resolves a variety of standard and atypical problems.

Implements the processes and activities needed to handle unusual problems.

Evaluates alternative approaches to resolving a customer problem.

Participates in trend and root cause analysis to identify and address recurring problems.

Oversees problem reporting, tracking, escalation and resolution.

Advises on the processes and associated costs for different types of problems.

Proficiency Level 4 - Subject matter depth and breadth

Consults on problem management process design for a support center.

Contributes to best practices for effective problem resolution process.

Predicts industry and marketplace trends and developments in vendors and tools.

Leads in formalizing of linkages to other processes and providers.

Leads in evaluations of industry benchmarks as compared with those of own organization.

Designs innovative process flows for providing enterprise wide problem management support.

Interview Questions

  • How did your role in problem management impact business results?
  • What common problems have you diagnosed and resolved in your previous positions?
  • How do you use known problems to prevent future problems?
  • What roles have you played in problem diagnosis and resolution?
  • What kinds of tools did you use to track or resolve reported problems?

Titles with Shared Competencies