Policies

Policies represent the governance being applied to the problem management process. A policy describes the rules and boundaries being applied to the process to ensure appropriate controls are in place. This ensures consistency and repeatability but also identifies the level of flexibility a practitioner has when executing the process, procedure, or work instruction. In some instances, a policy could be applied to more than one process, and in the case of policies within problem management, this is true. Some of the problem management policies defined will be consistent with the incident management policies, including categorization, prioritization, impact, urgency, and closure, with only minor variations. Each of these policies will be discussed in more detail with examples in the following sections.

Categorization

Categorization is one of those policies that will be used by other processes (that is, change management, request management, and incident management). Categorization...