Problem Management

Appendix B Sample problem management plan table of contents

Introduction

Goal

Purpose

Key definitions

High-level process documentation

Problem management high-level process flow diagram

Problem management process relationships diagram

Problem management major process activities

Detection and classification

Identification and recording

Categorization and resource allocation

Investigation and diagnosis

Investigate and diagnose

Resolution and recovery

Solution identification

Solution implementation

Closure

Problem and error closure

Problem management roles and responsibilities

Process measures and management reporting

Common problem management key performance indicators

<Company name> measures and management reports

Training and tools

Training ...