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Problem Manager

1. Problem Identification

Monitor incidents for potential problems.

Gather data from incident records.

Review trends and recurring issues.

Conduct stakeholder interviews for insights.

2. Problem Logging

Create a problem record in the problem management tool.

Include detailed description and classification of the problem.

Assign a unique identifier for tracking.

3. Problem Categorization

Classify problems based on impact and urgency.

Use predefined categories for consistency.

Link related incidents to the problem record.

4. Problem Prioritization

Assess the impact on business operations.

Determine urgency based on service level agreements (SLAs).

Prioritize problems for investigation and resolution.

5. Problem Investigation and Diagnosis

Form a problem management team if necessary.

Conduct root cause analysis (RCA).

Utilize tools and techniques (e.g., 5 Whys, Fishbone Diagram).

Document findings and potential solutions.

6. Solution Development

Create a plan for resolving the problem.

Evaluate and select the best solution.

Involve relevant stakeholders for approval.

7. Implementation of Solutions

Schedule and communicate implementation plans.

Deploy the solution in a controlled manner.

Monitor the implementation for effectiveness.

8. Problem Closure

Verify that the solution has resolved the problem.

Update the problem record with resolution details.

Communicate closure to stakeholders and affected users.

Conduct a post-implementation review if necessary.

9. Continuous Improvement

Regularly review problem management processes.

Collect feedback from stakeholders.

Identify opportunities for process enhancements.

Update documentation and training materials accordingly.

10. Reporting and Metrics

Generate reports on problem management performance.

Analyze trends and patterns in problems and incidents.

Share insights with management and relevant teams for decision-making.

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