Problem Policy

The Problem Management process should be followed to find and correct the root cause of significant or recurring incidents.

Problems should be prioritized based upon the severity and impact to the customer and the availability of a workaround.

Rules for re-opening problems – Despite all adequate care, there will be occasions when problems recur even though they have been formally closed.

If the related incidents continue to occur under the same conditions, the problem case should be reopened.

If similar incidents occur but the conditions are not the same, a new problem should be opened.

Workarounds should be in conformance with IT Enterprise standards and policies.