Problem Management

What it is | Objectives | Promised Performance | Client Obligations | Funding | Dependent On | Activities | More Info | CO Summary

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1. Description

2. Objectives

• discover and remove errors which result in incident within the ebc infrastructure
• lead root cause analysis of major faults in the ebc infrastructure
• control and mitigate effect of known errors in the ebc infrastructure

3. Service Commitments

• discover root cause and advance recommendation for treatment of all Severity 1 incidents within 2 weeks of its' referral to Problem Management by Incident Management

How are we doing ?

4. Client Obligations

• notification to service desk whenever previously reported incident re-occurs

5. Client Costs

• Problem Manager permanent position

6. Dependencies

• Incident Management must promote Severity 1 Incidents as Problems
• Problems are typically resolved by instituting a Change through Change Management
• Defect Lists which may accompany the release of new software products become Known Errors for tracking by Problem Management
• Security Management will be heavily involved in known errors and risks which impact on the confidentiality, integrity and availability of the infrastructure
• as the recipient of unresolved incidents, Problem Management will work closely with Availability Management in resolving major incidents

7. Activities

• Root Case Analysis: lead investigation of root cause of incidents for which service was restored through temporary (iel. workaround) measures
• Error Control: monitoring the effects of Known Errors in the infrastructure and industry plans for their eventual eradication and/or containment
• Knowledge Database: maintenance of self-help and internal knowledge bases on Known Errors, resolution and workaround methods.

8. More Information

• Responsible for meeting performance: Dean Johnson, Problem Manager - 416-326-9472
• ebc Problem Management Process Guidelines

  
  
  

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