Problem Management Process
1 Introduction 1.1 Vision statement The vision of [Service Provider] in the area of service management is as follows: [Insert the vision statement defined as part of service strategy] This process forms a key part of the realisation of that vision.
1.2 Purpose In order to reduce the number and frequency of incidents and improve the level of service to users, it is essential that the causes of incidents are investigated and, through managed actions, permanently removed. Problem management has the potential to not only make services better but to reduce the support overhead of providing them, so minimising cost and maximising warranty. It is important therefore that it is carried out according to a clear, well designed process. This document defines how the process of problem management is implemented within [Organization Name]. The purpose of the problem management process according to ITIL® is:
“… to manage the lifecycle of all problems from first identification through further investigation, documentation and eventual removal.” Source: “ITIL Service Operation Book 2011. Copyright © AXELOS Limited 2011. Reproduced under license from AXELOS. A problem is defined as:
“… the underlying cause of one or more incidents.” Source: “ITIL Service Operation Book 2011. Copyright © AXELOS Limited 2011. Reproduced under license from AXELOS.
Version 1
Page 9 of 37
[Insert date]
