I have not found the time to attempt the ITIL V3 Foundation certification. But from time-to-time I advised customers on ITIL principles:
Issues can be identified directly or they can eventuate when risks are realised. Issues that cannot be resolved within tolerances (budget, time, quality, scope, etc) may lead to Change Requests.
| Step | Responsible Role (Group / Title) | Required Output | Key Steps |
|---|
| 1. Identify | All | Issue created on issue log, Status set to "Raised" | - It is the responsibility of everyone to identify issues that are impacting a project. Identified issues are evaluated with the relevant Project Manager to determine if a true issue exists.
- Project Managers then log unresolved issues to the issue log.
- The status of the Issue should be set to "Raised"
|
| 2. Analyse | Project Managers
Risk & Issues Manager | Issue log updated
Priority assigned
Status set to "Assessed" | - The full analysis of each issue should occur within one week of the issue being recorded on the issue log.
- Ensure a full description of the issue is captured in the issue log.
- An initial assessment of the impact of the issue will be made and a priority will be assigned. Issues impacting business as a whole will be escalated to the Risk and Issues Manager. The status of the Issue should be set to "Assessed"
|
| 3. Action | Project Managers
Risk & Issues Manager | Issue log updated
Priority re-evaluated
Issue Owner assigned
Action Plan defined
Status set to "Assigned" | - Each issue is assigned to an appropriate project resource (Issue Owner).
- Issue impact and priority is re-evaluated with the Project Manager and stakeholders directly impacted by the issue.
- Actions that are considered appropriate to resolve the issue, are defined and an owner for each action is appointed with an appropriate due date for the action.
- The action plan must be agreed with the relevant Project Manager and stakeholders.
- The status of the Issue should be set to "Assigned"
|
| 4. Resolution | Issue Owner (Project Team Member) | Execution of action plan
Status set to "Resolved" | Issue action plan is executed and progress is reported to the relevant Project Manager (and Risk and Issues Manager) via updates to the issue log and weekly meetings. |
| 5. Monitor & Control | Project Managers
Risk & Issues Manager | Issue detail included in status report | The monitoring and reporting of issues is an ongoing multi faceted process, this process is defined further in the section below. |
| 6. Close | Project Manager (project-level issues)
Risk & Issues Manager (program-level issues) | Status set to "Closed" | - Once an issue has been fully resolved it should be closed within the issue log. The originator of the issue must confirm that the issue is resolved before it can be closed. When issues are closed a risk may need to be raised if the issue has the potential to reoccur.
- The status of the Issue should be set to "Closed"
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