Version 1 August 2015 Problem Management 08/31/2015 Problem Management Page 2 of 51 Table of Contents Introduction ...............................................................................................................................................................................................4 Overview....................................................................................................................................................................................................5 Description ............................................................................................................................................................................................5 Scope.....................................................................................................................................................................................................5 Goal .......................................................................................................................................................................................................5 Objectives..............................................................................................................................................................................................5 Roles......................................................................................................................................................................................................6 Process Control ..........................................................................................................................................................................................7 Controls.................................................................................................................................................................................................7 Metrics ..................................................................................................................................................................................................8 Policies ................................................................................................................................................................................................12 Workflow .................................................................................................................................................................................................13 Inputs ..................................................................................................................................................................................................13 Outputs ...............................................................................................................................................................................................14 Activities..............................................................................................................................................................................................15 PRB 1.0: Identifying and Logging ....................................................................................................................................................16 Cross-Functional Flow Diagram......................................................................................................................................................17 PRB 1.1: Process Start................................................................................................................................................................18 PRB 1.2: Create New Problem Record .......................................................................................................................................18 PRB 1.3: Queue to Support Group.............................................................................................................................................19 PRB 1.4: Review and Accept ......................................................................................................................................................19 PRB 1.5: Queued Correctly?.......................................................................................................................................................20 PRB 1.6: Review and Assign .......................................................................................................................................................20 PRB 1.7: Accept Assignment ......................................................................................................................................................21 PRB 1.8: Assigned Correctly? .....................................................................................................................................................21 PRB 2.0: Investigating and Updating ..............................................................................................................................................23 Cross-Functional Flow Diagram......................................................................................................................................................25 PRB 2.1: Valid Problem? ............................................................................................................................................................26 PRB 2.2: Cancel Problem............................................................................................................................................................26 PRB 2.3: Optimize Workaround.................................................................................................................................................27 PRB 2.4: Problem Review...........................................................................................................................................................27 PRB 2.5: Pursue Root Cause?.....................................................................................................................................................28 PRB 2.6: Assign to Support ........................................................................................................................................................29 PRB 2.7: Accept Assignment? ....................................................................................................................................................29 PRB 2.8: Perform Root Cause Analysis.......................................................................................................................................30 PRB 2.9: Root Cause Identified? ................................................................................................................................................30 PRB 2.10: Known Error...............................................................................................................................................................31 PRB 2.11: Budget Exhausted?....................................................................................................................................................32 PRB 3.0: Propose Fix.......................................................................................................................................................................33 Cross-Functional Flow Diagram......................................................................................................................................................34 PRB 3.1: Known Error Review ....................................................................................................................................................35 PRB 3.2: Develop Fix? ................................................................................................................................................................35 PRB 3.3: Assign to Support ........................................................................................................................................................36 PRB 3.4: Accept Assignment? ....................................................................................................................................................36 PRB 3.5: Identify & Propose Fix .................................................................................................................................................37 PRB 3.6: Fix Identified? ..............................................................................................................................................................37 PRB 3.7: Budget Exhausted?......................................................................................................................................................38 PRB 4.0: Resolving and Closing.......................................................................................................................................................39 Cross-Functional Flow Diagram......................................................................................................................................................41 PRB 4.1: Review Priority and Budget .........................................................................................................................................42 PRB 4.2: Implement Fix?............................................................................................................................................................42