Category: Delivery and operation

Subcategory: Service management

Problem management - PBMG

Managing the lifecycle of all problems that have occurred or could occur in delivering a service.

Levels:

Level 2:
Description: Assists with problem management tasks under routine supervision. Helps document problems and maintain relevant records. Assists in detecting, logging, classifying, and prioritising problems in systems, processes, and services.

Level 3:
Description: Investigates problems in systems, processes and services. Contributes to the implementation of agreed remedies and preventative measures.

Level 4:
Description: Initiates and monitors actions to investigate and resolve problems in systems, processes and services. Determines problem fixes and remedies. Collaborates with others to implement agreed remedies and preventative measures. Supports analysis of patterns and trends to improve problem management processes.

Level 5:
Description: Ensures appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures problems are fully documented within the relevant reporting systems. Enables development of problem solutions. Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends and improves problem management processes.