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.
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:
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:
Problem Management. Xxxxxxx manages the lifecycle of identified and classified problems within the environment.
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 purpose of this section is to set the parameters for problem management including the definition and escalation of problems.
Problem Management. 10 OSS/BSS
Problem Management. 17.1 The parties agree that Problems will be dealt with in accordance with the Business Rules.
Problem Management. 17.23.1 Provide and maintain a method for proper escalation of problems within CernerWorks management X X X 17.23.2 Log all incidents and problems in accordance with documented processes. X X X 17.23.3 Maintain ownership of all problems related to DR services through closure or until mutual agreement that the problem is not within DR’s scope of responsibility. X X X 17.23.4 Provide appropriate contact numbers or other information necessary to communicate with key Technology Center support staff. X X X
