Problem Management

List of tables

Table 1.1Generic process roles and responsibilities

Table 2.1Similarities and differences between incident and problem management

Table 2.2Common data to capture when logging

Table 2.3Initial categorization of an incident

Table 2.4Final categorization of an incident

Table 2.5Example of an ‘impact’ level table

Table 2.6Example of an ‘urgency’ level table

Table 2.7Example of a prioritization model

Table 2.8Expected level of effort based on priority

Table 2.9Escalation scheme based on incident priority

Table 3.1Common states of a problem record

Table 3.2Reactive and proactive triggers for opening a problem record

Table 3.3The six steps involved in investigation and diagnosis

Table 3.4Questions to ask when defining a problem

Table ...