The global skills and competency framework for the digital world

Problem management PBMG

(unchanged)

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

SFIA 9 is in development

  • SFIA 9 beta due in early July 2024
  • SFIA 9 planned for publication October 2024

This is a prototype for SFIA 9. It is subject to change before publication.

Moving to SFIA 9

  • New level 2 added to support entry-level roles
  • SFIA 8 skill descriptions will remain available for you to use
  • Previous SFIA assessments are not impacted by this change

Guidance notes

(modified)

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 reponsibilities.

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 with tasks (generic examples are provided by the essence statements for each level)

Where higher levels are not defined...

  • You can progress by developing related skills which are better suited to higher levels of organisational leadership.

Levels

Defined at these levels: 2 3 4 5

Show/hide extra descriptions and levels.

Level 1

Level 1 - Follow: Essence of the level: Performs routine tasks under close supervision, follows instructions, and requires guidance to complete their work. Learns and applies basic skills and knowledge.

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.

(new)

Assists with problem management tasks under routine supervision.

Helps in documenting problems and maintaining relevant records.

Helps detect and log problems in systems, processes, and services.

Assists in the classification and prioritisation of problems.

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.

(modified)

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 supervises others, works autonomously under general direction, and contributes expertise to deliver team objectives.

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

Determines problem fixes and remedies.

Collaborates with others to implemented 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 achieving workgroup objectives and managing work from analysis to execution and evaluation.

(unchanged)

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

Ensures that such 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.

Level 6

Level 6 - Initiate, influence: Essence of the level: Has significant organisational influence, makes high-level decisions, shapes policies, demonstrates leadership, fosters organizational collaboration, and accepts accountability in key areas.

Level 7

Level 7 - Set strategy, inspire, mobilise: Essence of the level: Operates at the highest organisational level, determines overall organisational vision and strategy, and assumes accountability for overall success.

Keywords
New level