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.

1.3 Objectives

The objectives of the problem management process are to:

• Proactively prevent incidents from occurring by identifying and fixing their root cause • Minimise the impact of incidents that cannot be prevented by providing information about their causes and workarounds • Define the way in which problems will be identified, logged, investigated, resolved and reported on so that consistency is achieved within the IT organization • Ensure that the management and investigation of problems takes due account of business priorities and helps to maximise business productivity • Foster an effective and efficient approach to the handling of problems that presents a positive image to the business and maintains user satisfaction • Ensure that information about problems and their progress is communicated to the relevant parties in a timely and accurate manner at all times

1.4 Scope

The scope of this process is defined according to the following parameters:

• Organizational o [List organizations and parts of those organizations covered] • Geographical o [List locations from which problems will be identified and managed] • Services o [Define the services covered by the process] • Technical o [If necessary, cover the technology that may give rise to problems managed via this process]

This process covers all problems identified by [Service Provider] in support of the customers and users of services defined in the service catalogue.

The following areas are specifically excluded from this process:

[Describe any areas that need to be clearly stated as outside the scope]