Process activities
Problem management is one of the service management processes that has consistent activities for each problem request.
Figure 7.7 shows the flow for problem management:
Figure 7.7 – Example problem management process flow
The following subsections will describe what is involved in each of these activities.
Identifying a problem
Identifying a problem can occur in a variety of ways. The inputs described several ways that the service provider may identify that a problem has been raised. Once a problem has been identified, the next step is to log the problem and information about it.
Recording the problem
You should record the problem in the appropriate mechanism created for that purpose. There should be clear guidance on the information that should be recorded about this problem. Information that should be considered when recording the problem includes the following:
- Who initiated the problem
- Who will own...
