Activity: 05.03 - Record And Assign Problem
The purpose of this activity is to record a problem and its associated details and categorize and prioritize it, before assigning to the resolver group.
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Description
Once a problem is detected, the first step is to create a new Problem Record in the IT Service Management tool. All the relevant details of this problem must be recorded so that a complete historic record exists to monitor and track throughout the lifecycle of the Problem Record.

The Problem Manager must review the Problem Record and determine whether to proceed with the investigation. Once done, the Problem Record is assigned to the respective resolver team to perform Root Cause Analysis(RCA). The Problem Record is prioritized and classified based on the business impact of the problem.