Activity: 05.09 - Complete Problem Management Process

The purpose of this activity is to ensure that the hand-over activities are completed as per plan. In this activity, the Problem Manager produces a consolidated view of how effectively the Problem Management activities are handled in the engagement, capture the experience gained and recommend any areas of improvement so that it can be reused in other services.

At the closure of the Service Engagement, the Problem Manager along with Engagement Manager and Client must define the terms and conditions on the handover of Problem Management activities. Key resources along with their roles and responsibility need to be determined and agreed upon between two parties. All the activities within Problem Management like completion timelines, resources required, risks involved, outstanding issues etc. must be considered at the time of planning the handover.

At the end of the handover activity, the Problem Manager must produce a Problem Management Summary which contains details on the lessons learnt and any additional recommendations for potential improvement of Problem Management process.