Table of Contents 1 DOCUMENT INFORMATION 3 1.1 ABOUT THIS DOCUMENT 3 1.

2 WHO
SHOULD USE THIS DOCUMENT? 3 1.3 SUMMARY OF CHANGES 3 1.4 REVIEW AND
APPROVAL DISTRIBUTION LIST 3 2 INTRODUCTION 4 2.1 MANAGEMENT SUMMARY 4 2.2
GOAL OF PROBLEM MANAGEMENT 4 2.3 PROBLEM MANAGEMENT MISSION STATEMENT 4
2.4 BENEFITS 4 2.5 PROCESS DEFINITION 6 2.6 OBJECTIVES 6 2.7 DEFINITIONS 7 2.8 SCOPE
OF PROBLEM MANAGEMENT 10 2.9 INPUTS AND OUTPUTS 10 2.10 METRICS 11 3 ROLES
AND RESPONSIBILITIES 11 3.1 PROBLEM MANAGEMENT PROCESS OWNER 11 3.2 PROBLEM
MANAGER 13 3.3 SUPPORT GROUP STAFF 16 3.4 FUNCTIONAL MANAGERS 17 3.5 SERVICE
DESK 17 3.6 SERVICE OWNER 18 3.7 PROBLEM OWNER 19 3.8 PROBLEM ANALYST 19 3.9
PROBLEM REPORTER 20 3.10 PROBLEM MANAGEMENT REVIEW TEAM 20 3.11 SOLUTION
PROVIDER GROUP 20 3.12 INTEGRATION WITH OTHER PROCESSES 20 4 PROBLEM
CATEGORIZATION AND PRIORITIZATION 22 4.1 CATEGORIZATION 22 4.2 PRIORITY
DETERMINATION 23 4.3 WORKAROUNDS 23 4.4 KNOWN ERROR RECORD 24 4.5 MAJOR
PROBLEM REVIEW 24 5 PROCESS FLOW 25 5.1 HIGH LEVEL REACTIVE PROBLEM
MANAGEMENT FLOW 25 5.2 SWIM LANE FLOW DIAGRAM 26 5.3 PROCESS ACTIVITIES 27 6
RACI MATRIX 31 6.1 ROLE DESCRIPTION 31 6.2 ROLE MATRIX 31 7 REPORTS AND MEETINGS
32 7.1 CRITICAL SUCCESS FACTORS 32 7.2 KEY PERFORMANCE INDICATORS 32 7.3 REPORTS
33 8 PROBLEM POLICY