Large Bank IT Division reduced Recurring incidents by at least 60%

Client Issue

This bank has two divisions responsible for Incident and Problem Management. The problem faced was that the “handover” from Incident to Problem was not handled effectively. By the time Problem Management investigated the incident most of the information accuracy was lost.

Approach

The client contracted TD to create a “bridge” between Incident and Problem Management stages to improve the capture of information and also to improve the accuracy of root causes identified and removed. In particular the following was implemented:

1. Common tools with common questions to be utilized during the incident investigation and then handed over to Problem Management.
2. Trained PM to understand the difference between Technical and Root Causes and then trained them to find an accurate technical cause first.

Results 

Information between the two departments stayed “fresh” and saved the PM division a lot of time capturing the appropriate accurate information needed to perform an effective Problem Investigation.

“Error unknown and Cause unknown” list was drastically reduced.

Due to the increased accuracy and specificity of root cause, recurring incidents dropped by 60%