Task: Understand Problem Management Requirements

The purpose of this task is to obtain a detailed understanding of the scope and requirements for Problem Management. This would typically include the KPIs and SLAs to be monitored along with the identified risks, existing policies, procedures, work instructions, measurement objectives, etc.

The first step in the Transition Handover-In phase is to analyze the contract and the Service Governance Plan(SGP), to understand the scope and requirements of Problem Management. The Problem Manager along with the Engagement Manager must understand the Client expectations and Capgemini commitment related to Problem Management. The Problem Manager must obtain a clear understanding on how the measurements (in terms of Service Level Agreements (SLA), Key Process Indicators (KPI) etc.) for Problem Management are defined and how its performance will be monitored and reported.

It is suggested to obtain and review all the available information on Problem Management process in terms of existing policies, processes, procedures, workload information and work instructions. These could either serve as an input for planning Problem Management in the engagement and can also be reused as needed. Risks and issues pertaining to Problem Management are should be identified. The Problem Manager must also review and clarify any other agreements or obligations made to the Client from Problem Management perspective.