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The purpose of the task is to monitor all the open and closed problems, analyze and track outstanding issues and thereby implement the identified corrective actions for problem closure.
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Relationships
| Roles | Primary Performer:
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| Process Usage |
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Main Description
The Problem Manager must regularly review the problem records to check if the service is restored on time by providing a
workaround, relevant approvals are received especially for a change request and the requests are progressed correctly.
Quality checks must be performed on a sample of closed problems to ensure that the agreed Problem Management process is
correctly followed.
In case of any issues in the process followed, the Problem Manager must follow it up with the appropriate Problem Assignee,
identify the root cause and come up with corrective actions for the same. The Problem Manager must also review the problem
logs to check for backlogs and analyze the same. In case of delays in problem closure due to pending approvals or
information, the Problem Manager may need to intervene to accelerate the process.
The ongoing tracking of actions is a key contribution to the overall control and monitoring of the engagement. The Problem
Manager must track the progress of outstanding actions to closure. The effectiveness of the actions must also be determined
and lessons learnt must be recorded. The Problem Manager should review any unresolved actions with the relevant stakeholder
to assess the effectiveness of the current action plan. The Problem Manager should also look for changes (if any) to the
scope of Problem Management and communicate to the Engagement manager if Change Control needs to be triggered.
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