Problem Management Process

Process Owner: Manager, IT Performance Achievement

Note: An owner must be a PCES-level manager or higher.

This process establishes standard tools and processes for problem management within the Postal Service Technical Environment.

1. PURPOSE

2. SCOPE

The Problem Management Process includes all activities associated with the logging, acknowledgment, and the classification of all problems including those in non-production environments, as well as, problem response and tracking activities.  Additionally, reporting tools are utilized to identify recurring problems.  Such problems are communicated to the customer for development of a long-term solution.

3. PROCESS DESCRIPTION

The Problem Management Process aims at resolving and eliminating problems permanently from the Postal Service technology environment in order to provide a more stable environment and reduce the impact on business and user productivity.

The Problem Management Process is composed of the following processes:

• Problem Identification / Log: This process detects and logs problems reported by the user; determines the impact, urgency, and priority of logged problems; identifies the reason(s) for the problem; compares problems to known errors; and correlates with other problems and alerts the support groups as necessary.

• Troubleshoot: This process assesses the problem and all data associated with it in order to identify appropriate responses and actions, and to formulate a resolution.
  

• Escalation: If resolution to the problem is not found via the troubleshooting path, this process includes escalating the problem to identify potential problem resolution or workarounds.
  

• Link Change Record and Problem: This process ensures related problem cases are referenced in the Change Request (CR) and the CR is referenced in the problem case.
  

• Resolve Problem: This process includes taking the necessary actions to resolve the problem and restore service using an existing solution/workaround or escalating as necessary.  Activities also include determining resolution approach, providing resolution information to the user, validating service recovery, communicating closure to the user and setting the problem to “Resolve” status.
  

• Close Problem: In this step, the problem is set to “Resolve” status and then the system automatically closes the parent problem records and all related records five days after the “Resolve” status has been set.
  

• Problem Analysis: This process is focused on diagnosing problems to identify the root cause of the problem.
  

• Provide Resolution Recommendation: Provide customer with recommendations (short and long-term if applicable) to resolve problem based upon root cause analysis.
  

• Coordinate with Application Support: This process ensures that resolutions are communicated back to the Help Desk.
  

• Update Knowledge Management: This process ensures that resolutions are documented in the Knowledge Management database.
  

4. PROCESS DIAGRAM

5. PROCESS INPUTS/OUTPUTS

Inputs

• Inputs
  
• User Call
  
• Logged Problem

Outputs

• Change Request (CR)

6. PROCESS RELATIONSHIPS

Refer to the Process Diagram above.

7. ROLES AND RESPONSIBILITIES

• Problem Manager: Is responsible for the quality and integrity of the Problem Management process.  He/she is the interface to the other process managers. The Problem Manager is also the focal point for escalation.
  

• Help Desk Agent: Oversees the handling of the problem, bringing in analysts and specialists as needed to handle the problem. The Help Desk Agent is responsible for seeing that analysts and specialists bring the problem to a close.
  

• Problem Analyst (Tier 2 Support): A subject matter expert who uses technical knowledge and subject matter expertise to discover incident trends, identify problems, and determine the root cause of problems. Responsibilities include determining what is required to solve problems and initiating appropriate actions.

8. REVISION HISTORY

Version #1.0
Section(s) Revised:        N/A
Revision Description:      Baseline
Revision Date: