Problem Management Process, Policy & Procedure Document (Template – Advanced)

This document outlines examples of the processes, policies and procedures you need to have in place to implementProblem Management into your organisation. It covers not only the processes as recommended by ITIL®, but information your people (staff) and support system provider will need.Please review the PDF document, before contacting HDAA for the word document to tweak to suit your organisation requirements.

Table of Contents

2.    Preamble
3.    Document Control
4.    Implementing Problem Management
5.    Problem Management Process
6.    Problem Management Policies
7.    Problem Priority Matrix
8.    Problem Categorisation
9.    Status Codes
10.    Problem Resolution Codes
11.    Problem Escalation Matrix
12.    Problem Management Procedures
13.    Problem Management Procedure RACI Matrix
14.    Problem Management: Critical Success Factors & Key Performance Indicators
15.    Problem Management Reporting
16.    Problem Management Roles
17.    Customer Satisfaction Measurement