• Problem Manager

• Problem Manager

• Identify Problem or Service Improvement Opportunity
• Identify Records of Interest
• Investigate Root Causes of Unavailability
• Monitor Service Metrics

• Close Incident Record
• Close Related Incident Records
• Complete and Validate Incident Record
• Create Workaround or Fix
• Determine Business Impact
• Determine Impact
• Determine Severity
• Determine Urgency
• Gather Additional Information and Investigate
• Obtain and Apply Fulfillment Approach
• Obtain Workarounds and Fixes
• Open Problem for Recurring Incidents
• Perform Initial Diagnosis
• Prioritize Problem
• Search for Workarounds and Fixes

• Identify Records of Interest

Information about one or more problems. Can range from full details of an individual problem through to collated and summarized information about sets of problems. Can be provided both as formal reports (such as documents to customers describing root cause, contributing factors and corrective actions) and informally as structured data for other processes to analyze for their own purposes.

• Problem Record Template