Policy Series - 2.: Problem Management Policy

INTRODUCTION:

This policy document is aligned to ISO/IEC 20000 and ITIL V3 best practices.

As per this policy problem is defined as underlying unknown root cause of one or more incidents or potential incidents.

SCOPE:

This policy is applicable to the entire problem management life cycle as described in Problem Management process document. The scope encompasses entire ICT infrastructure of the organization. 

This policy is applicable to all permanent, temporary and contract staff.

POLICY:

• A standard Problem Management process will be defined and adopted by the entire organization.
• Staff should be trained to ensure that a common understand on problem management prevails across the organization.
• Roles and responsibilities shall be defined and communicated for effective problem management
• All problems should be recorded in the problem logging tool.
• All problems should be updated on progress till resolution and closure.
• Problem ticket should be created for all incidents that do not have a match in the KEDB.
• Problem ticket should be created for all major incidents.
• Proactive problem management should be driven as documented in the problem management process document and create proactive problem tickets. Proactive analysis of repeat incidents should be done to identify and reduce potential problems.
• In case permanent fix is unavailable, workaround should be provided wherever possible to minimize business impact.
• Problem tickets should be correctly logged, categorize and prioritized.
• Priority should be assigned to every problem based on the impact and urgency.
• All problems should be linked to a CI.
• Any corrective actions should be controlled through the Change Management process.
• Known errors should be updated in KEDB for every problem for which resolution is available.
• Problem Management performance shall be reported and reviewed periodically.
• There should be defined reports and review schedules for the closed and pending problems.
• Continual Service Improvement initiatives should be taken up by Problem Management.

ACCOUNTABILITY & RESPONSIBILITY TOWARDS POLICY ADHERENCE

• Team Leads and delivery heads are responsible to ensure that their staffs are adequately trained to support this policy
• Problem Managers and Quality leads are responsible to drive adherence to the policy and process
• Accountability to adherence to policy and process lies with individual staff

BREACH:

Non-adherence to this policy will lead to disciplinary actions as per the organization's disciplinary policy and may even lead to termination of employment.

REFERENCES

Following documents should be referred to along with this policy document:

• Problem Management process document
• Change Management policy