Figure 7.7 – Example problem management process flow
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...