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- Incident Response Platform
- Process
- Problem investigation
Problem investigation
Repeated disruption can remain after individual incidents are resolved. A Problem gives the Service Manager a persistent record for the service issue, its owner, investigation and root cause. It keeps longer-term work visible while incident responders continue to handle each live interruption.
Step by step
-
Identify pattern Service Manager
Review incidents affecting a service and describe the recurring issue in a problem statement.
- Distinguish repeated disruptions by service
- Updates Incidents, Services
-
Open problem Service Manager
Assign an owner and record when the investigation began; start the Problem as Open.
- Establish an owner and statement
- Updates Problems, People
-
Investigate cause Service Manager
Gather findings with the owner and move the Problem to Investigating.
- Record continuing investigation
- Updates Problems
-
Record known error Service Manager
Document the root cause when supported and mark known error when the team can explain the recurring behavior.
- Keep the supported cause visible
- Updates Problems
-
Confirm resolution Service Manager
Review the remedy and move the Problem to Resolved when the underlying issue has been addressed.
- Review the remedy and outcome
- Updates Problems, Changes
Who does what
Roles and permissions- Service Manager
- Opens, owns and reviews problem work.
- Service Technician
- Provides incident response evidence for the investigation.
Set up Incident Response Platform your way.
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