Problem management PBMG
The resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.
Levels of responsibility for this skill
| 3 | 4 | 5 |
Problem management: Levels 1-2
This skill is not typically observed or practiced at these levels of responsibility and accountability.
Problem management: Level 3
Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.
Problem management: Level 4
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 5
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: Levels 6-7
This skill is not typically observed or practiced at these levels of responsibility and accountability.