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ITIL Problem Management Audit Checklist

A comprehensive checklist for auditing and improving IT problem management processes in alignment with ITIL best practices to ensure effective identification, analysis, and resolution of underlying causes of incidents.

ITIL Problem Management Audit Checklist

by: audit-now
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About This Checklist

The ITIL Problem Management Audit Checklist is a crucial tool for IT professionals and organizations implementing ITIL best practices in their problem management processes. This comprehensive checklist ensures that underlying causes of incidents are effectively identified, analyzed, and permanently resolved. By addressing key areas such as root cause analysis, known error management, and proactive problem identification, this checklist helps organizations reduce recurring incidents, minimize service disruptions, and improve the overall stability and reliability of IT services.

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Industry

Information Technology

Standard

ITIL - IT Service Management

Workspaces

IT Infrastructure

Occupations

Problem Manager
IT Service Manager
Root Cause Analysis Specialist
ITIL Consultant
IT Operations Manager
1
Is the Known Error Database updated and accessible?
2
Was a root cause analysis performed for the last major incident?
3
What is the average time taken to resolve known errors (in hours)?
Min: 0
Target: 24
Max: 168
4
Have continuous improvement actions been documented and implemented?
5
How clear and detailed is the description of incidents in the system?
6
Please summarize the root cause documented for the latest incident.
7
When was the last review of the Known Error Database conducted?
8
How often are problem management meetings held?
9
Is the problem management process compliant with ITIL guidelines?
10
How many problems are currently open within the system?
Min: 0
Target: 10
Max: 1000
11
What feedback have stakeholders provided regarding the problem management process?
12
When was the last training session on problem management conducted?
13
How often do incidents recur after resolution?
14
How complete is the documentation for resolved problems?
15
What is the average time taken to resolve problems (in hours)?
Min: 0
Target: 48
Max: 720
16
Are problem management tools being effectively utilized?
17
What challenges are currently faced in the problem management process?
18
What suggestions do you have for improving the problem management process?
19
When is the next scheduled review of the problem management process?
20
How many training sessions on problem management have been held in the last year?
Min: 0
Target: 5
Max: 50

FAQs

The main purpose is to evaluate and improve an organization's problem management processes in alignment with ITIL best practices, focusing on identifying and eliminating the root causes of recurring incidents.

It is recommended to conduct an ITIL Problem Management Audit bi-annually or annually, depending on the organization's problem volume and complexity of IT infrastructure.

Key stakeholders include Problem Managers, Incident Managers, Change Managers, IT Operations managers, and technical specialists from various IT domains.

Critical areas include problem identification and logging, problem categorization and prioritization, root cause analysis, known error management, proactive problem identification, and major problem reviews.

The checklist helps identify areas for improvement in problem management processes, measures the effectiveness of root cause analysis, and provides insights for reducing the overall impact of problems on IT services and business operations.

Benefits of ITIL Problem Management Audit Checklist

Reduces the number of recurring incidents and service disruptions

Improves the overall stability and reliability of IT services

Enhances efficiency in resource utilization for incident resolution

Facilitates knowledge sharing and continuous improvement

Increases compliance with ITIL framework and industry best practices