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Issue Management PDF Full

The document outlines the process of issue management in projects, defining issues as points of controversy that require resolution to avoid negative impacts on project success. It emphasizes the importance of timely resolution and escalation of unresolved issues, detailing a structured process for identifying, reviewing, communicating, escalating, and resolving issues. Additionally, it introduces an issue matrix to evaluate issues based on impact and urgency, along with a service level agreement for escalation timelines.

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EDILSON URBANO
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28 views13 pages

Issue Management PDF Full

The document outlines the process of issue management in projects, defining issues as points of controversy that require resolution to avoid negative impacts on project success. It emphasizes the importance of timely resolution and escalation of unresolved issues, detailing a structured process for identifying, reviewing, communicating, escalating, and resolving issues. Additionally, it introduces an issue matrix to evaluate issues based on impact and urgency, along with a service level agreement for escalation timelines.

Uploaded by

EDILSON URBANO
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Issue Management

Compiled by Marc S. Weiss 2


Issues
• An issue is defined as any point of controversy, debate, problem or
concern that could adversely affect the success of a project and
typically requires that a decision be made.
• Issues can be identified at any level of the organization and should
ideally be resolved at the lowest possible level
• The Project will often oversee the Issue Management Process
• Issues that don’t get resolved in a timely manner can affect cost,
quality, time, and resources in a project.

Compiled by Marc S. Weiss 3


Issues
• Often and historically, project managers are hesitant to confront
unresolved issues
• Unresolved issues may involve conflict, particularly when additional
individuals need to be brought into the situation to ensure resolution

Compiled by Marc S. Weiss 4


Issue Escalation
• Issues that have not been resolved in a timely manner must be
escalated as delays in resolution can impact other activities in the
project.
• Think of escalation as a type of proactive risk communication
• The issue management and escalation process must be formalized
• This will mitigate some of the negative perceptions associated with issue
management and escalation

Compiled by Marc S. Weiss 5


Issue Management and Escalation Process
1. Identify and document issues

2. Review Issues

3. Communicate Issues

4. Escalate issues

5. Resolve Issues

Compiled by Marc S. Weiss 6


All Issues are NOT created Equal
• Issues should be evaluated on two axis
• Impact
• Urgency
• Impact
• Impact refers to the effect (usually negative, but could be positive) if the issue
isn’t successfully resolved.
• Impacts could include additional cost, slipped schedules/missed deadlines,
lost customers, effectiveness of solution

• Urgency
• Urgency refers to the speed in which the issues needs to be resolved.
• How long would we be willing to wait to resolve the issue?

Compiled by Marc S. Weiss 7


All issues are not created equal
• Priority
• Priority is the rating you give the issue based on Impact and Urgency

Compiled by Marc S. Weiss 8


Issue Matrix

Compiled by Marc S. Weiss 9


Service Level Agreement (SLA) for Issue
Matrix
• The Issue management plan includes an agreement for the amount of
time that will be allowed to elapse after the Issue is identified after
which the unresolved issue must be escalated.
• This amount of time is based on the priority assigned to the issue in
the issue matrix
• E.g. (High = one day; Medium = 3 days, Low = 5 days)

Compiled by Marc S. Weiss 10


Issue Escalation
• As part of the Issue management plan, an agreement is made for the
escalation path for each person/role
• E.g.,:
• Team member >Functional Manager>Project Manager>Steering Committee>Executive
Team

Compiled by Marc S. Weiss 11


Issue Management
• Typically, an Issue Log is maintained in the project management
system
• Typically, there is a regular issue meeting in which issues are
discussed
• Once the issue has been resolved, the resolution is communicated to
the originator, issue owner and appropriate escalated levels
• Once the issue has been resolved, the Issue Log is updated.

Compiled by Marc S. Weiss 12


Compiled by Marc S. Weiss 13

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