Issue Management Process

An Issue Management Process is a business operations sub-process that encompasses the entire lifecycle of an issue from identification to resolution and review.

• AKA: Problem Management Process, Concern Management Process.
• Context:
  • It can typically identify Issue Management Input through issue management identification techniques.
  • It can typically track Issue Management Status using issue management tracking systems.
  • It can typically analyze Issue Management Root Cause using issue management analysis methods.
  • It can typically implement Issue Management Solution through issue management resolution procedures.
  • It can typically document Issue Management Finding in issue management documentation systems.
  • It can typically communicate Issue Management Progress to issue management stakeholders.
  • ...
  • It can often prioritize Issue Management Item based on issue management impact criteria.
  • It can often escalate Issue Management Critical Item to issue management higher authority.
  • It can often integrate with Issue Management Quality System for issue management systematic improvement.
  • It can often generate Issue Management Report for issue management performance evaluation.
  • ...
  • It can range from being a Simple Issue Management Process to being a Complex Issue Management Process, depending on its issue management scope.
  • It can range from being a Manual Issue Management Process to being an Automated Issue Management Process, depending on its issue management technology level.
  • It can range from being a Reactive Issue Management Process to being a Proactive Issue Management Process, depending on its issue management approach.
  • ...
  • It can include Issue Management Tracking Process for issue management monitoring.
  • It can include Issue Management Resolution Process for issue management problem-solving.
  • It can utilize Issue Management Item Log for issue management documentation.
  • It can implement Issue Management Feedback Loop for issue management continuous improvement.
  • It can integrate with Issue Management Knowledge Base for issue management learning.
  • ...
• Examples:
  • Issue Management Process Domains, such as:
    • Software Development Issue Management Processes, such as:
      • Agile Software Issue Management Process for software development sprint-based issue handling.
      • DevOps Issue Management Process for continuous delivery issue resolution.
    • Project Management Issue Management Processes, such as:
      • PMBOK Issue Management Process for project constraint issue handling.
      • Prince2 Issue Management Process for structured project issue resolution.
    • Customer Service Issue Management Processes, such as:
      • Help Desk Issue Management Process for customer technical issue resolution.
      • Customer Complaint Issue Management Process for customer satisfaction issue handling.
  • Issue Management Process Implementation Approaches, such as:
    • Procedural Issue Management Processes, such as:
      • ITIL Issue Management Process for IT service issue management.
      • ISO 9001 Issue Management Process for quality system issue handling.
    • Framework-Based Issue Management Processes, such as:
      • Six Sigma Issue Management Process for data-driven issue resolution.
      • Lean Issue Management Process for waste reduction issue handling.
  • ...
• Counter-Examples:
  • Risk Management Process, which focuses on potential future problems rather than current issue management.
  • Change Management Process, which handles planned modifications rather than unexpected issue management.
  • Issue Tracking System, which is a tool rather than a complete issue management process.
  • Issue Management Reengineering Process, which focuses on redesigning the issue management process itself rather than managing issue management items.
• See: Root-Cause Analysis, Issue Solution, Problem Solving Process, Issue Escalation Procedure, Issue Prioritization Framework.

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References

2023

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  • Issue management refers to the systematic process of identifying, analyzing, evaluating, and addressing problems or concerns that arise during a project. It involves a series of steps, such as issue identification, analysis, evaluation, action implementation, and monitoring and review. Issue management aims to proactively address potential problems, ensure smooth project completion, and learn from the process for future improvements.

    The relationship between issue management, issue resolution, and issue tracking can be understood as follows:

    • Issue management is the overarching process that encompasses all aspects of handling problems or concerns in a project, from identification to resolution and review.
    • Issue tracking is a part of the issue management process that deals with monitoring the status and progress of issues. It helps project teams stay organized and informed, ensures accountability, and facilitates communication and collaboration among team members.
    • Issue resolution is another component of the issue management process, which specifically deals with finding and implementing solutions to the identified issues.

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