Problem Management Process Documentation

Link to the process documentation for OCIO/IST Problem Management

Describes in detail the processes used for Problem Management and how those processes are implemented by using the ServiceNow Module within OCIO/IST.

It includes:

• A Definition of Problem Management
• The relationship of Problem to Incident and Major Incident and how to link to each
• Problem Criteria
• The Problem Coordinator and Task Analyst roles
• Problem Statuses and Triggers
• Root Cause Analysis (RCA)
• Creating Problem Tasks
• Create Change Request(s)

For a quick reference guide click here