Properties > Advanced Properties > Custom > Organization Name. Press Ctrl A on the keyboard to select all text in the document (or use Select, Select All via the Editing header on the Home tab

Implementation guidance

The header page and this section, up to and including Disclaimer, must be removed from the final version of the document. For more details on replacing the logo, yellow highlighted text and certain generic terms, see the Completion Instructions document.

Purpose of this document

This document sets out the problem management process including flowchart, activities, reporting and roles and responsibilities.

Areas of the ITIL® Framework addressed

The following areas of the ITIL Framework are addressed by this document:

• Service Operation: Problem Management

General guidance

Of all the ITIL processes, problem management probably has the greatest potential to directly affect the service you provide to users. There are many techniques that may be used to analyse and investigate problems and we would recommend that you become familiar with as many of them as possible.

In implementing problem management two different approaches are often taken. The first involves the creation of a central problem management team which is responsible for logging and managing problems. The second takes the view that problem management is an activity that everyone in the IT team should take responsibility for and encourages a more distributed process with less central co-ordination.

As with many such decisions, whichever is chosen, the real key lies in the degree of commitment shown to making it work.

Review frequency

We would recommend that this document is reviewed annually.