Problem Management is the implementation of a permanent solution or a temporary workaround to restore the service of a
system / application thereby minimizing business impact. A delay in service restoration leading to huge business impact.
Improper handling of a problem or incorrect resolution can lead to SLA breach and escalations. The Problem Manager must
identify the cause and corrective actions in case of any escalations and communicate the same to the user. In case of
escalations due to delays in providing a workaround to restore the service, the cause of the delay must be analyzed and
corrective actions for the same must be identified. In case of delay in receiving relevant approvals for change requests,
the Problem Manager must intervene to accelerate the approval process.
All escalations must be reviewed with relevant stakeholders, based on tangible facts. The evaluation of escalation is
needed to assign relative importance to each escalation and determine when appropriate management attention is required.
The Problem Manager should keep the Engagement Manager informed on the escalations and also plan for actions to prevent
recurrence of similar escalations in future. The Problem Manager should also work with the Engagement Manager on any
complaints and feedbacks received on Problem Management.
|
