Problem Management

Eliminate the root cause
Minimize adverse impact on business
Prevent recurrence of incidents

Problem Management Example

Problem Identification
Create problems from
incidents maintaining the
complete information

Problem Categorization and Prioritization
Classify the problem
with
Category, Sub
Category and Item
Business
impact, urgency and

Problem Analysis
Understand the impact
Analyze the root cause
Analyze the symptoms

Problem Resolution
Categorize the solutions into
Known-Error
Record, Workaround and
Resolution

Problem Closure
Ensure if the
problem is closed
with a proper fix or
resolution

Initiate Change Request
Create a change
request from the
problem if the
resolution involves
any change process.

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