Problem Management Best Practices

This KB outlines some basic guidelines for Problem Management best practices.


  • Situation Manager, technologist, and other roles and responsibilities are clearly understood and delegated for each service.
  • Problem Response plan is documented and reviewed at regular intervals.
Problem Management Roles & Responsibilities


  • Responds to first report of Problem/Outage quickly
  • Provides updates at regular intervals (2 hours recommended interval)
  • Initiates Problem Response procedure quickly
Problem Response Procedure


  • Provides all relevant information to SNCC, stakeholders, and management
    • Outage details
    • User impact
    • Workarounds (if they exist)
    • Expected update interval and/or time to resolution
  • Problem record is completed and updated upon resolution


  • Understands stakeholders and how to communicate to end users and customers
  • Provides complete information in a timely manner for Outage posting/updates
  • Communicates to management efficiently and effectively

Other references:

DoIT Operational Framework - Section 7.0 - Problem Management
Problem Management Diagram- OF Section 7

Keywordsproblem management best practices operational framework   Doc ID116467
OwnerRamsay B.GroupITSM
Created2022-02-03 10:46:27Updated2022-02-03 10:55:21
SitesDoIT IT Service Management, DoIT Staff
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