Problem management PBMG

(modified)

Managing the life cycle of all problems that have occurred or could occur in the delivery of a service.

Guidance notes

(new)

The primary objectives of problem management are to

  • proactively prevent problems and resulting incidents from happening
  • reactively resolve problems that have already happened
  • eliminate recurring incidents
  • minimize the impact of incidents that cannot be prevented

Activities may include - but are not limited to...

  • detecting and logging problems
  • classifying and prioritising problems
  • initiating actions to resolve problems
  • investigating and diagnosing problems
  • implementing remedies to prevent future incidents
  • reporting on problems

Problem management: Level 5

(unchanged)

Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s). Enables development of problem solutions. Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends.

Problem management: Level 4

(unchanged)

Initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes/remedies. Assists with the implementation of agreed remedies and preventative measures.

Problem management: Level 3

(unchanged)

Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.