While doing problem investigation, the Problem Manager must analyze the impact of the problem on the business, by considering the inputs received from Client, Engagement Manager and development team to fully understand the extent of the problem.
Before starting the analysis, Problem Manager should check whether there is already an entry in the known error database for this problem and checks on the details to confirm the necessity of having a new workaround / permanent solution.

For all new problems, the below factors are considered during impact analysis:

• Business Impact
• Criticality of the problem
• Affected Configuration Items
• Affected assets (hardware / software)
• Affected applications
• Resources and efforts required to fix the problem
• Duration taken to fix the problem
• Cost estimates.

Once the impact analysis is completed, the problem is assigned to the respective resolver team for further investigation and diagnosis