The global skills and competency framework for the digital world

Problem management PBMG

Managing the lifecycle of all problems that have occurred or could occur in delivering a service.

Revision notes

Updates for SFIA 9

  • Theme(s) influencing the updates for this skill: Making SFIA easier to consume (new levels).
  • New level 2 added to support entry-level roles.
  • You can move to SFIA 9 when you are ready - SFIA 8 skill descriptions will still be available to use.
  • Previous SFIA assessments or skills mapping are not impacted by this change.

Guidance notes

The primary objectives of problem management are to:

  • proactively prevent problems and resulting incidents from happening
  • reactively resolve problems that have already happened
  • eliminate recurring incidents
  • minimise the impact of incidents that cannot be prevented.

Activities may include, but are not limited to:

  • detecting and logging problems
  • classifying and prioritising problems
  • initiating actions to resolve problems
  • investigating and diagnosing problems
  • implementing remedies to prevent future incidents
  • reporting on problems.

Understanding the responsibility levels of this skill

Where lower levels are not defined...
  • Specific tasks and responsibilities are not defined because the skill requires a higher level of autonomy, influence, and complexity in decision-making than is typically expected at these levels. You can use the essence statements to understand the generic responsibilities associated with these levels.
Where higher levels are not defined...
  • Responsibilities and accountabilities are not defined because these higher levels involve strategic leadership and broader organisational influence that goes beyond the scope of this specific skill. See the essence statements.

Developing skills and demonstrating responsibilities related to this skill

The defined levels show the incremental progression in skills and responsibilities.

Where lower levels are not defined...

You can develop your knowledge and support others who do have responsibility in this area by:

  • Learning key concepts and principles related to this skill and its impact on your role
  • Performing related skills (see the related SFIA skills)
  • Supporting others who are performing higher level tasks and activities
Where higher levels are not defined...
  • You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Show/hide extra descriptions and levels.

Levels of responsibility for this skill

2 3 4 5

Problem management: Level 2

Level 2 - Assist: Essence of the level: Provides assistance to others, works under routine supervision, and uses their discretion to address routine problems. Actively learns through training and on-the-job experiences.

Assists with problem management tasks under routine supervision.

Helps document problems and maintain relevant records.

Assists in detecting, logging, classifying, and prioritising problems in systems, processes, and services.

Problem management: Level 3

Level 3 - Apply: Essence of the level: Performs varied tasks, sometimes complex and non-routine, using standard methods and procedures. Works under general direction, exercises discretion, and manages own work within deadlines. Proactively enhances skills and impact in the workplace.

Investigates problems in systems, processes and services.

Contributes to the implementation of agreed remedies and preventative measures.

Problem management: Level 4

Level 4 - Enable: Essence of the level: Performs diverse complex activities, supports and guides others, delegates tasks when appropriate, works autonomously under general direction, and contributes expertise to deliver team objectives.

Initiates and monitors actions to investigate and resolve problems in systems, processes and services.

Determines problem fixes and remedies.

Collaborates with others to implement agreed remedies and preventative measures.

Supports analysis of patterns and trends to improve problem management processes.

Problem management: Level 5

Level 5 - Ensure, advise: Essence of the level: Provides authoritative guidance in their field and works under broad direction. Accountable for delivering significant work outcomes, from analysis through execution to evaluation.

Ensures appropriate action is taken to anticipate, investigate and resolve problems in systems and services.

Ensures problems are fully documented within the relevant reporting systems.

Enables development of problem solutions. Coordinates the implementation of agreed remedies and preventative measures.

Analyses patterns and trends and improves problem management processes.

Keywords
New level