Problem Management. Where an incident has been logged, and it has been determined by the Service Desk Engineer that the issue cannot be resolved within the incident management process, for example where the root cause of the issue is a problem requiring deeper analysis, a workaround will be provided to the Customer and the Problem Management Process will be invoked. The Customer will be notified of the new problem record number via the original incident, and kept informed of the progress of the problem.
Problem Management. 8.6.1 A Problem Manager can be assigned to own the Problem. The Problem Manager will be responsible for finding a structural resolution that prevents similar Incidents in the future.
8.6.2 If a resolution is found this will be implemented following the Change Management process.
Problem Management i. The TAM confirms that the appropriate resource is assigned to each incident, drives escalation when necessary, and follows up to confirm resolution. The specific responsibilities include:
ii. Reviewing open incident inquires and facilitating resolution.
iii. Providing proper response to high severity incidents is in accordance with Licensee maintenance contract and facilitating a resolution.
iv. Acting as primary point-of-contact for all call escalations and critical incident reporting.
Problem Management. Xxxxxxx manages the lifecycle of identified and classified problems within the environment.
Problem Management. The purpose of this section is to set the parameters for problem management including the definition and escalation of problems.
4.1. Problem Definition and Escalation Common severity levels for the interoperation of the Data Pools and the Global Registry Support must be established. The Data Pool is required to comply with the escalation rules and communication expectations as set by the Global Registry (see Table below). The Party whose system is experiencing the issue is responsible to perform the “Action Required” unless otherwise agreed to as part of ” Getting Started” defined in section 1.2 herein or during the fault. All notifications outlined in Table One must also include the estimated time to resolution. Table One: Level 1 Critical Faults:Service interruption for any single customer on customer facing systems. Core functionality not accessible, with no work-around. Critical Faults also include issues related to Data Integrity, Confidentiality, and Security Violations. Coverage: 24x7 A broadcast message will be sent by the Party or Parties which will be implementing the corrective measure (Data Pool or the Global Registry) to the other party within 30 minutes of the fault verification and every 30 minutes thereafter until resolution is reached.
Problem Management. The goal of Problem Management is to minimise the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents related to these errors. In order to achieve this goal, Problem Management seeks to get to the root cause of Incidents and then initiate actions to improve or correct the situation. Planet Payment will advise resolution times in the SLA report. The figure reported will be the “Average Elapsed Time” spent on each Problem. Planet Payment will also provide an ageing analysis report of all Problems reported by Priority.
Problem Management. The Problem Management Process will minimize the adverse effect on the business of Incidents and Problems caused by errors in the IT infrastructure, Applications, systems and supporting components, and will proactively prevent the occurrence of Incidents and Problems by identifying and eliminating causes of failure. Service Provider’s responsibilities include:
1. Facilitate and lead in the development and documentation of processes with Service Provider and other Service Component Provider(s).
2. Facilitate and lead information exchange between and among Service Provider and other Service Component Provider(s), DIR and DIR Customer, and/or Third Party Vendor(s) to improve end-to-end Problem Management.
3. Enable the integration of other Service Component Provider(s) to the Problem Management process.
4. Integrate Service Provider’s Problem Management process with the Problem Management process of other Service Component Provider(s), DIR, DIR Customers, and Third Party Vendor(s), where the processes interact.
5. Integrate Service Provider’s Problem Management process with the other Service Management processes, including Incident Management, Availability Management, Configuration Management, Service Level Management, Change Management and Release Management.
6. Communicate and coordinate the Problem Management Process within Service Provider’s own organization, other Service Component Provider(s), DIR, DIR Customers, and designated Third Party Vendor(s).
6.1. Provide on-going methods for training Service Provider staff, other Service Component Provider(s), DIR, DIR Customers and designated Third Party Vendors on the Problem Management Process.
7. Facilitate and lead in the definition and documentation of Problem Management Policies, as approved by DIR, which set the objectives, scope and principles that will ensure the success of the Problem Management processes.
7.1. Routinely verify the effective compliance with the Problem Management Policies by Service Provider, other Service Component Provider(s), and designated Third Party Vendors.
8. Effective execution of Root Cause Analysis.
9. Conduct regularly scheduled Problem Management meetings to prioritize the Resolution of Problems across other Service Component Provider(s).
9.1. Document and publish Problem Management meetings status reports to all relevant stakeholders, including DIR, DIR Customers, other Service Component Providers and authorized Third Party Vendors.
10. Provide means for Problem records...
Problem Management. 10 OSS/BSS
10.1 The LFC has a fault management system as part of the OSS/BSS described in clause 7 above. In addition to processing Service Requests and Service Orders the OSS/BSS allows Service Providers to:
10.1.1 create a new trouble ticket;
10.1.2 retrieve a trouble ticket; and
10.1.3 update a trouble ticket.
10.2 OSS/BSS allows the Service Provider to log on to a secure site for reporting and monitoring faults with the LFC.
Problem Management. 17.1 The parties agree that Problems will be dealt with in accordance with the Business Rules.
17.2 Each party must bear its own cost of resolving a Problem.
Problem Management. All tickets, regardless of severity, will be documented and tracked through resolution by PJM’s Support Center.
