e-COMMA Data Specialist BM 03: Problem Management

1. e-COMMAData SpecialistBM 03: Problem Management e-COMMA | Data Specialist | BM 03: Problem Management

2. Data Specialist| BM 03: Problem Management e-COMMA | Data Specialist | BM 03: Problem Management

3. Data Specialist| BM 03: Problem Management e-COMMA | Data Specialist | BM 03: Problem Management

4. Data Specialist| BM 03 DS: Problem Management e-COMMA | Data Specialist | BM 03: Problem Management

5. e-COMMA1 Problem Management e-COMMA | Data Specialist | BM 03: Problem Management

6. 1.Problem Management 1.1. What is problem management? The goal of problem management is to minimize both the number and severity of incidents and potential problems to the business/organisation. In the context of e-commerce development, problem management should aim to reduce the adverse impact of incidents and problems that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. e-COMMA | Data Specialist | BM 03: Problem Management

7. 1.Problem Management 1.1. What is problem management? • Problemsshould be addressed in priority order with higherprioritygiven to the resolution of problemsthatcancauseseriousdisruption to critical IT services. • Problem management’sresponsibilityis to ensurethatincidentinformationisdocumented in such a waythatitisreadilyavailable to supportall problem management activities. e-COMMA | Data Specialist | BM 03: Problem Management

8. 1.Problem Management 1.1. What is problem management? Problem management has reactive and proactive aspects: • Reactive – problem solving when one or more incidents occur • Proactive – identifying and solving problems and known errors before incidents occur in the first place e-COMMA | Data Specialist | BM 03: Problem Management

9. 1.Problem Management 1.2. Examples of problems: users problems and technical problems Technical problems can exist without impacting the user. However, they can have a big impact on the availability of IT Services Examples: Disk space usage is erratic. Sometimes a considerable amount of disk space is available, but at other times little is available Problems experienced by users Examples: window application crashes without an error message. The computer restarts and works perfectly after all e-COMMA | Data Specialist | BM 03: Problem Management

10. 1.Problem Management 1.3. Benefits of problem management Problem management: • Increasesquality of the IT service • Reduceaccidents • Reduceproblems and theirimpact • Improveorganization know-how and learning e-COMMA | Data Specialist | BM 03: Problem Management

11. 1.Problem Management 1.3. Benefits of problem management Problem management benefitscan be weakened by: • the absence of a goodincidentcontrolprocess • the failure to link incidentrecords with problem/error records • a lack of management orleadershipcommitment, • aninability to determineaccurately the impact on the business/organisation of incidents and problems e-COMMA | Data Specialist | BM 03: Problem Management

12. 1.Problem Management 1.4. Problem Management Process How does Problem management work? Problem management works by usinganalysistechniques to identify the cause of the problem.  To achieveitsgoal, problem management aims to: • Identify the rootcause – problem control • Initiateactions to improve and correct the situation – error control e-COMMA | Data Specialist | BM 03: Problem Management

13. 1.Problem Management 1.4. Problem Management Process Incident Recognition of an incident Decision about escalation Quick reaction towards incident Knowledge base Problem statement Information about taken actions Finding possible solution(s) Identification of root causes Solution(s) implementation e-COMMA | Data Specialist | BM 03: Problem Management

14. e-COMMA | Community Manager | BM 03: Problem Management 1.Problem Management 1.4. Problem Management Process Incident management is like a firefighter at a house fire. Firefighters come to the scene and notice the issue, and work fast to put out the fire as quickly as possible without stopping to question how it started. So it is about gettinoperations and the business backup and running and acting as a”hero”.

15. e-COMMA | Community Manager | BM 03: Problem Management 1.Problem Management 1.4. Problem Management Process • Problem management is like the detective that comes into the picture after the fact. They weren’t there to put out the flames themselves, but they can still investigate what went wrong, figure out how the fire started, and help educate people to take preventative steps so something similar doesn’t happen again.

16. 1. Problem Management 1.3 Problem Management Process Quick reaction towards incidents It is better for incident management to answer the real questions and tell customers that the cause is being investigated (by problem management) and list all the steps that have been put in place to mitigate the risk of a recurrence and minimise the impact should it recur while the cause is being investigated You may issue an incident report that states: • the basic facts of the incident (duration, business impact, any ongoing effects, how it was resolved); • what preventive measure or workaround is in place; • what additional monitoring or alerting has been implemented; • who is on standby to respond to a recurrence; • the symptoms to watch out for; • that the incident has been handed over to problem management for root cause analysis. e-COMMA | Data Specialist | BM 03: Problem Management

17. 1. Problem Management 1.3 Problem Management Process Decisionaboutescalation • Sometimes we have to escalate in projects/ actions, in order to overcomeproblems • The general meaning of Escalation is: Increase in magnitude or intensity by bypassing the immediate person. • Escalation is a formal process to highlight the issue at hand to a higher authority as per the escalation mechanism. • You need to take decision about escalation if something is blocking the project and is beyond your control. e-COMMA | Data Specialist | BM 03: Problem Management

18. e-COMMA | Community Manager | BM 03: Problem Management 1. Problem Management 1.3 Problem Management Process Problem statement An incomplete problem definition tends to be caused by the belief that the problem is obvious, which is the result of the false assumption that everyone perceives the same thing. The following questions are used to describe the problem: • Identity (What) –What went wrong? What expected outcome was incorrect? • Location (Where) – Where does the problem occur? • Time (When) – When did the problem start to occur? How frequently has the problem occurred? What is the chronology of events? • Size (Extent) – What is the size of the problem? How many parts are affected? What is/was the impact? Why does it matter? e-COMMA | Data Specialist | BM 03: Problem Management

19. 1. Problem Management 1.3 Problem Management Process IT IS WORTH TO IMPLEMENT EINSTEIN’S WAY OF REASONING: “Given one hour to save the world, I would spend 55 minutes defining the problem and 5 minutes finding the solution.” ~ Albert Einstein Without a clear statement of the problem, analysis will be a struggle at best, or will, at worst, solve the wrong problem. e-COMMA | Data Specialist | BM 03: Problem Management

20. 1. Problem Management 1.3 Problem Management Process Root causes Afterformulating the problem statementyouneed to make a list of all possible root causes that is as complete as you can make it. Ask these questions: • What sequence of events leads to the problem? • What conditions allow the problem to occur? • What other problems surround the occurrence of the central problem? e-COMMA | Data Specialist | BM 03: Problem Management

21. 1. Problem Management 1.3 Problem Management Process Root causes – supporting investigation tools Five Whys • It is a short-hand description of the more general question and answer techniques. • It is often stated that you should get to root cause by the fifth question. • It is useful as a test to make sure you really have a root cause and there is not something else behind it. If you cannot answer why, you can be pretty sure you are at the end of the chain. e-COMMA | Data Specialist | BM 03: Problem Management

22. 1. Problem Management 1.3 Problem Management Process Root causes – supporting investigation tools Ishikawa diagrams • Ishikawa diagrams are not a specific problem-solving tool; rather they are a general tool for organising information visually e-COMMA | Data Specialist | BM 03: Problem Management

23. 1. Problem Management 1.3 Problem Management Process Finding a solution • Finding a solution to a problem involves constructing a course of action that will transform your current situation into one where your objective has been achieved. • To determine how the situation should be changed the root cause of each failure chosen for action must be analyzed. • Even with a single, obvious solution, it is necessary to compare the solution, its costs and its resource requirements against the ‘do nothing’ option, as well against for what other purposes that budget could be used. • Each action that you propose will be intended to achieve a particular effect. In doing so it may also have side-effects, which can be desirable or undesirable. e-COMMA | Data Specialist | BM 03: Problem Management

24. 1. Problem Management 1.3 Problem Management Process Questions to be asked: • What actions might work around this problem? • What actions might fix this problem? • Could this problem be the result of another problem? • Have changes been made to the service or system recently that may have created the problem? e-COMMA | Data Specialist | BM 03: Problem Management

25. 1. Problem Management 1.3 Problem Management Process Solution implementation Problem management is ineffective if the solution haven’t been implemented successfully. You need to prepare a detailed plan including: • What can you do to prevent the problem from happening again? • How will the solution be implemented? • Who will be responsible for it? • What are the risks of implementing the solution? Usually to solve the probem, a group of actionsneed to be taken. e-COMMA | Data Specialist | BM 03: Problem Management

26. 1. Problem Management 1.3 Problem Management Process KnowledgeBase Source: Hall, M.G. (2014) Problem management. An implementation guide for the real world. BCS, The Chartered Institute for IT e-COMMA | Data Specialist | BM 03: Problem Management

27. 1. Problem Management 1.3 Problem Management Process Ifyouhavesolved the problem, and yoursolutionworks, itwould be good to keep the knowledgeaboutit in yourcompany. If the same problem arises and the rootrootcauses of itare the same, youmayuse the solution. To do it, describe: • Incidents • The ways of reactionstowardsincidents • Root problems • Reaction to the problems (how we resolvedthem) In the future we mayusethisknowledge and improveourprocesses to avoidoccurence of the same incidents. e-COMMA | Data Specialist | BM 03: Problem Management

28. e-COMMA2 Best Practices in Problem Management for Data Specialists e-COMMA | Data Specialist | BM 03: Problem Management

29. 2. Best Practices in Problem Management for Data Specialists 2.1. Privacy and Data Protection The privacy and protection of our data is not a righteasilyrelinquished. Thisrighthasbeenrecentlyput to the test with the fast growth of social media tools, such as Facebook, Linkedin, Twitter, etc. The backlashagainstFacebook’slops on theirprivacypolicieshasopened the debate on how to best market youraudience and at the same timerespect the privacylaws. e.g. in the case of Facebook, usersseemed to be unable to completelydeletetheirpersonalinformationifthey no longerwished to usethissocial platform. e-COMMA | Data Specialist | BM 03: Problem Management

30. 2. Best Practices in Problem Management for Data Specialists 2.1. Privacy and Data Protection The best marketing and promotionalresultscanonly be obtainedwhen the targetedaudiencehasexpressedtheirwish to be reached for a specificpurpose. Direct marketing can be effectivethroughdifferenttools and approaches, but therearealsosomekeylegislativerulesthathave to be respectedwhendoingso. By beinglawfulyouwillalsodiscoverthatyouwill be providing a direct marketing thatiscorrectlytargeted and with the opportunities to expandyourcurrentdatabase. e-COMMA | Data Specialist | BM 03: Problem Management

31. 2. Best Practices in Problem Management for Data Specialists 2.1. Privacy and Data Protection For a marketing mix thatcomplies with the data protection and privacyrules, makesurethatrecipientshavegiven consent4 to receivedirect marketing and thatanopt-out feature (unsubscribeoption) isalwaysincluded. Marketersshouldalwaysstrive to ensurethatprivacychoicesarerespected and thatdirect marketing issentonly to willingrecipientsthathavegiventheirconsent. Consentdoes not have to be written but as a bestpractice, a written proof thatclearlystates the direct marketing purposesshould be ensured. e-COMMA | Data Specialist | BM 03: Problem Management

32. 2. Best Practices in Problem Management for Data Specialists 2.2. Dos and Don’ts A clearunderstating of the bestpractices, on how to create and maintaindatabases and how to bestreachyouraudience, isfundamental. Thesebestpracticeswillassistyou in correctly marketing youraudience.The Do’s To collect data for a database, state the organization’sname, products and services,the aim of the use of the information and ifitwill be transmitted to a third party. Ifsharing marketing lists with otherorganisations, allindividualsshould be informed in advanceregardingwho, when and how data will be shared with. Information and data should be used for a specificdatabase and havea specifictimeframe for itsuse. For example, to renew the information on yourcurrentdatabaseanannualemail to confirm the informationshould be applied. e-COMMA | Data Specialist | BM 03: Problem Management

33. 2. Best Practices in Problem Management for Data Specialists 2.2. Dos and Don’ts A clear understating of the best practices, on how to create and maintain databases and how to best reach your audience, is fundamental. These best practices will assist you in correctly marketing your audience.The Do’s Aim at always holding a written statement of the permission to use the data. Avoid using already ticked boxes for permission forms. All individuals have the legal right to stop their personal information being used fordirect marketing. Follow up promptly on these requests and specify on your database whyand when it was declare to no longer use the data. Always provide a simple, cost free opt-out (unsubscribe) option that is clearly visible and explicit in its wording. e-COMMA | Data Specialist | BM 03: Problem Management

34. 2. Best Practices in Problem Management for Data Specialists 2.2. Dos and Don’ts A clear understating of the best practices, on how to create and maintain databases and how to best reach your audience, is fundamental. These best practices will assist you in correctly marketing your audience.The Do’s Create or widen databases for a specific use by using a sign up mechanism (opt-inoption/subscribe). For example, this sign up mechanism can be included on a website andlinked to different messages in order to maximise its use. Use flagship events or retention campaigns to create specific databases according with what the delegates/members have a specific interest in. For example, use a simplefill-in form or include it on the event survey/evaluation. e-COMMA | Data Specialist | BM 03: Problem Management

35. 2. Best Practices in Problem Management for Data Specialists 2.2. Dos and Don’ts A clear understating of the best practices, on how to create and maintain databases and how to best reach your audience, is fundamental. These best practices will assist you in correctly marketing your audience.The Don’ts Do not transfer data outside the European Economic Area unless there is adequateprotection for the personal information being transferred, an organisation is willing to take on full responsibility. Do not transfer data or database(s) to other entities or third parties unless allindividuals have given permission. Do not sell database unless you have the commercial rights to do so. e-COMMA | Data Specialist | BM 03: Problem Management

36. 2. Best Practices in Problem Management for Data Specialists 2.3. General Data Protection Regulation Whyisunderstandingprivacyrisk and General Data ProtectionRegulation (GDPR) important? Board focus: • Senior leadershipfocus and accountability • Auditor/ industry/ client/ consumerfocus Client and supplierfocus: • Increasingcontractualprotectiondemanded for data violation and loss • Indemnities for privacyrisks • Extension of obligations to sub-contractors • Concernaroundcloudcomputing and use of third parties • Focus on data transfers/ privacyshield (replacingSafe Harbor)/ model clauses Internalfocus: • Protection of employee data iscrucial and a central focus for goodgovernance e-COMMA | Data Specialist | BM 03: Problem Management

37. 2. Best Practices in Problem Management for Data Specialists 2.3. General Data Protection Regulation • Whatdoes GDRP means for business ? • Increased Regulatory oversight: Regulatorshavemadecleartherewill be no grace period beforeenforcement of GDPR begins in May 2018 • IncreasedReputationalrisk: Major fines and enforcementactionwillattractattention from industry, press and clients • Need to focus on Privacy by Design: Embedgood data governancewithinyour business practices and systems • Privacymatters: The protection of personal data iseveryone’s problem – not justanissue for the IT communityorlawyers • Global approach: More and morecountriesnowhaveprivacylaws – gettingready for GDPR willassistoperatingcompanies in complyingwith otherprivacylaws. e-COMMA | Data Specialist | BM 03: Problem Management

38. 2. Best Practices in Problem Management for Data Specialists 2.3. General Data Protection Regulation Whydoes GDRP impactbusinessesthatare non-EU ?The GDPR applies to organisationsestablishedoutside the EU ifthey (either as controllerorprocessor): • Process the personal data of EU residentswhenofferingthemgoodsor services; or • Monitor the behaviour of EU residents (tracking/ profiling) Ifyouareinvolved in: • Handling data belonging to EU customers • Providing services impacting EU customers • Providing services whichwillinvolvehandling EU customer data • Advising on data collectionpracticeswhichmayinvolve the EU Youwill be subject to GDPR whereveryouarelocated GDPR is much morestringentthancurrentprivacylawssoyouneedto understandhowitaffectsyou. e-COMMA | Data Specialist | BM 03: Problem Management

39. 2. Best Practices in Problem Management for Data Specialists 2.3. General Data Protection Regulation What does this mean for you in practice - top 5 business issues? • You need to understand what “personal data” is; and what personal data are you collecting, processing and transferring 2) Do you need consent? 3) You need to consider contractual arrangements with suppliers and clients to reflect GDPR requirements 4) You need to understand the rights of EU citizens and think about “privacy by design” 5) You need to understand the impact of Security Breaches e-COMMA | Data Specialist | BM 03: Problem Management

40. 2. Best Practices in Problem Management for Data Specialists 2.3. General Data Protection Regulation What is “personal data” under GDPR and what are you collecting/processing/ transferring? What are “sensitive” categories of personal data? • Racial/ ethnic origin • Political opinions • Religious beliefs • Trade Union membership • Genetic/ biometric data • Health or sex life • Sexual orientation • Criminal data e-COMMA | Data Specialist | BM 03: Problem Management

41. 2. Best Practices in Problem Management for Data Specialists 2.3. General Data Protection Regulation What is “personal data” under GDPR and what are you collecting/ processing/ transferring? To demonstrate compliance with GDPR, you need to perform a Personal Data Inventory and record: • The categories of personal data collected or received • The source of the data • The consent mechanisms applied to collection of personal data • Which systems in the organisation contain personal data collected from EU citizens • The purpose of processing the data • Who has access to the personal data • Personal data transfers • What security protocols are in place to protect the personal data e-COMMA | Data Specialist | BM 03: Problem Management

42. 2. Best Practices in Problem Management for Data Specialists 2.3. General Data Protection Regulation How do we deal with consent? Why does this topic matter? Each and every data processing activity requires a lawful basis to avoid the risk of incurring substantial fines. There are several lawful bases for data processing and consent provides one such basis Consent means: • Freely given, specific, informed and unambiguous indication of the data subject’s wishes by which he or she, by a statement or clear affirmative action, signifies agreement to the processing of personal data relating to him or her When should you rely on consent? • When consent is required under GDPR or ePrivacy law (e.g direct marketing) How do you get it? • Pop-ups and dialogs that require an affirmative step - no pre-ticked boxes, no conditions, no inaction • Use clear, plain language and make consent granular • Separate consent from other items (e.g agreement to website Ts & Cs) • Privacy by design: Withdrawal at any time • Document consents obtained - including time/ date, information presented and how consent was expressed e-COMMA | Data Specialist | BM 03: Problem Management

43. 2. Best Practices in Problem Management for Data Specialists 2.3. General Data Protection Regulation What happens if there is a breach? Notification to EU regulators within 72 hours (if acting as “controller”) of becoming aware of a breach i.e. a loss of personal data plus potential notification to affected individuals. Companies must keep register of all data breaches Fines are huge: up to 4% global turnover Enforcement: Requirement to delete data, ongoing reporting to DPAs etc. e-COMMA | Data Specialist | BM 03: Problem Management

44. 2. Best Practices in Problem Management for Data Specialists 2.3. General Data Protection Regulation Security breach risks The increased collection and transfer of data exposes companies to a heightened risk of data breaches and regulation. Costs of a Data Breach include: • Fines • Investigation and Forensics • Notification Costs • Call Center Hotline/ Website • Credit Protection/ Monitoring • PR/ Communications • Settlements/ Judgments/ Compensatory Awards • Lost Business/ Customer Churn • Impact on Stock Price • Mandatory Audits • Remediation/ Security Improvements e-COMMA | Data Specialist | BM 03: Problem Management

45. e-COMMA3 Documentation Standards e-COMMA | Data Specialist | BM 03: Problem Management

46. 3. Documentation Standards Documentation standards address the following topics: • Document creation, file naming, saving and sharing • Writing, language usage and style • Organization-specific content and style • Design, format and production guidelines • Accessibility for users of differing abilities • Quality assurance and accuracy • Document lifecycle: development, approval, distribution, review and revision e-COMMA | Data Specialist | BM 03: Problem Management

47. 3. Documentation Standards • Documented information and communication often represent the organization to others and may be a matter of public record. Equally important, documentation is the chief means of formal communication within the organization. • Documentation standards are the foundation of professional, trustworthy communication. • Finally, documentation standards guide all aspects of product development so that staff produce consistently high-quality documents as efficiently as possible. e-COMMA | Data Specialist | BM 03: Problem Management

48. e-COMMA | Data Specialist | BM 03: Problem Management

49. e-COMMA4 Change Management e-COMMA | Data Specialist | BM 03: Problem Management

50. 3. Change Management Remember: Changeis a process, not an event! Finding a solution to a problem involves some kind of change within the organisation to be realized and formulated that could include a new product or service, capability, technology improvement, process maturity uplift, etc. Change is defined as modification of any element of the organization. Change management is the pipe through which new or updated elements get into the production environment, and it is usually these elements that cause the problem. e-COMMA | Data Specialist | BM 03: Problem Management