Problem Tasks — The Building Blocks of Problem Resolution

From RCA to Remediation — How Problem Tasks Structure Your Problem Management Workflow

What Are Problem Tasks?

Problem tasks break down problem investigation and resolution into manageable, assignable units. They enable:

• Clear accountability for each part of the resolution
• Parallel work on different aspects of the problem
• Tracking of progress toward resolution

The Role of Problem Tasks in the Workflow

Problem tasks are the building blocks of problem resolution:

1. Problem detected: The problem record is created
2. Problem tasks created: Work is broken down into assignable tasks
3. Tasks assigned: Each task is assigned to the appropriate team or individual
4. Tasks completed: Each task is worked and completed
5. Problem closure: All tasks complete, problem resolved

Types of Problem Tasks

Best Practices for Problem Tasks

1. Standardized Task Types

• Use consistent task types across problems
• This enables reporting on where effort is spent
• Makes it easier to identify bottlenecks

2. Clear Accountability

• Each task should have a clear owner
• The owner is responsible for completing the task
• No task should be left unassigned

3. Cross-Functional Assignment

• Different tasks may require different expertise
• Assign tasks to the appropriate team members
• Ensure no single person becomes a bottleneck

4. Dashboard Tracking

• Track open tasks, overdue tasks, and completion rates
• Use dashboards for visibility 

The Problem Task Lifecycle

Governance Models

• Problem Manager owns the workflow: Overall accountability for problem resolution
• Technical SMEs update work notes: Technical details are captured accurately
• Regular reviews: Task status is reviewed regularly

Scaling Across Multi-Regional Teams

When problem management spans multiple regions:

• Use consistent task types
• Standardize documentation
• Clear handoff processes
• Timezone-aware assignment

Conclusion

Problem tasks provide the structure needed for effective problem resolution. By breaking down complex problems into manageable, assignable units, organizations can ensure systematic investigation and resolution.

Action Items for Your Organization

• Define standard problem task types
• Create clear accountability for each task
• Implement dashboard tracking
• Establish governance models
• Measure task completion time