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This document establishes an Problem Management (PM) process according to ITSM best practice and ISO 20000. (Word document including Visio diagram and Power point presentation of the process)

This document introduces the Problem Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics, procedures, and policies needed to implement a high quality process.

Document contains suggested templates for:
Problem Life-cycle stages
Prioritization Matrix
Categorization
Problem Closure codes
Problem Cause codes

This document introduces the Problem Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics, procedures, and policies needed to implement a high quality process.

Document contains suggested templates for:
Problem Life-cycle stages
Prioritization Matrix
Categorization
Problem Closure codes
Problem Cause codes